Delivery Manager - SAP

Description

Description

• Serve as the single point of contact for SAP technical support across all modules, including SAP Basis, ABAP and Integration, system refreshes, patching, upgrades, ServiceNow, SAP Solution Manager, IT Service Management (ITSM) tools, and SAP Business Intelligence (BI)/Business Warehouse (BW).
• Own and oversee overall SAP service delivery across all functional and technical modules, ensuring consistent performance and adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Lead cross-functional teams of SAP consultants, support analysts, and technical leads to deliver high-quality support and continuous enhancements.
• Manage the full incident lifecycle, including logging, prioritization, root cause analysis, and resolution, supported by proactive monitoring and trend analysis.
• Govern the Change Request process, including scoping, effort estimation, cost approvals, implementation planning, and sign-offs.
• Collaborate closely with SAP Basis and infrastructure teams to coordinate system refreshes, patch deployments, user access controls, and landscape optimizations.
• Coordinate integration points between SAP and third-party systems (e.g., SAP SuccessFactors, SAP Ariba, non-SAP applications) to ensure seamless data flow and business process alignment.
• Define and enforce Standard Operating Procedures (SOPs), escalation matrices, and communication protocols for handling critical incidents and high-priority issues.
• Lead the end-to-end delivery of SAP support services across Level 1 (L1), Level 2 (L2), and Level 3 (L3) support, ensuring SLA compliance and timely ticket resolution.
• Coordinate activities between onshore and offshore teams to maintain 24x7 support coverage and smooth operational handovers.
• Drive governance for incident, problem, change, and release management processes.
• Define, track, and report on KPIs, SLAs, and operational dashboards to ensure continuous service improvement.
• Conduct regular service review meetings with business stakeholders to assess performance and ensure customer satisfaction.
• Oversee contractual obligations, resource allocation, and budget forecasting for SAP support engagements.
• Govern SAP change requests and manage the enhancements pipeline effectively.
• Collaborate with client IT and business teams to identify automation, optimization, and innovation opportunities.
• Deliver weekly and monthly status reports, executive summaries, and governance updates to key stakeholders.
  

Skills And Experience

• Proven experience managing large-scale SAP Application Management Services (AMS) projects.
• Deep knowledge of SAP ECC or SAP S/4HANA and cross-module integrations.
• Prior experience leading and delivering complex SAP support projects.
• Exceptional communication, stakeholder management, and escalation resolution skills.
• Hands-on experience with tools such as ServiceNow, HP Application Lifecycle Management (ALM), SAP Solution Manager, or similar ticketing systems.
• Familiarity with hybrid onshore–offshore delivery models and 24x7 support operations.
• Expertise in SAP technical delivery management, Basis, ABAP, and integration oversight.
• Strong skills in ECC and S/4HANA technical landscape management, incident/problem/change/release governance, system refreshes, patching, and upgrades.
• Knowledge of SAP security, user access management, and infrastructure coordination.
• Experience with multi-system integration (Ariba, SuccessFactors, non-SAP).
• Proficiency in creating and managing SLA/KPI dashboards and governance reports.
• Strong vendor and stakeholder management skills.