SAP Service Delivery Manager

We are seeking an experienced SAP Service Delivery Manager (SDM) with experience to manage SAP support operations, client relationships, and service delivery. The role requires strong SAP functional or technical expertise, stakeholder management, and experience in onsite-offshore delivery models.

Key Responsibilities

• Lead SAP BAU support operations, including incident, problem, service request, and minor enhancement management, ensuring SLA/KPI compliance.
• Act as the primary onsite contact for clients, coordinating with offshore teams, client stakeholders, and third-party vendors.
• Drive governance reviews, status meetings, performance reporting, escalations, resource utilization, workload balancing, and team performance.
• Manage SAP change management, release coordination, upgrades, migrations, and patching.
• Improve processes, documentation, knowledge management, automation, and service delivery while supporting audits and compliance.
• Mentor teams, facilitate knowledge transfer, and promote innovation and continuous improvement.
• Engage senior business and IT stakeholders, provide thought leadership, and recommend SAP solutions aligned with business goals, cost savings, and process optimization.
• Evaluate enterprise SAP applications, identify improvement opportunities, and provide detailed analysis and recommendations.
• Lead proposals, develop value-driven strategies, and support account growth, new business opportunities, and customer acquisition.
• Stay updated on SAP roadmaps, emerging technologies, and industry trends to deliver innovative solutions and improve business profitability.

Technical and Professional Requirements

• 15+ years of SAP experience, including at least 5 years in delivery or support management.
• Expertise in at least one SAP functional or technical area, preferably with relevant SAP certification, and strong knowledge of the SAP ecosystem and roadmap.
• Proven experience managing SAP support operations in onsite-offshore and multi-vendor, multi-geography environments.
• Strong understanding of ITIL processes, including Incident, Problem, and Change Management.
• Experience managing SAP upgrades, migrations, and patching in BAU environments.
• Excellent client-facing, stakeholder management, leadership, communication, and presentation skills.
• Ability to develop and present proposals, assess business processes, recommend technology solutions, and build client partnerships.

We specialize in Digital, ERP, and larger IT Services. We offer flexible, efficient and collaborative solutions to any organization that requires IT, experts. Our agile, agnostic, and flexible solutions will help you source the IT Expertise you need. If you are looking for new opportunities, send your profile at Sign in to view email.

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Zone IT Solutions is an equal opportunity employer and our recruitment process focuses on essential skills and abilities. We encourage applications from a diverse array of backgrounds, including individuals of various ethnicities, cultures, and linguistic backgrounds, as well as those with disabilities.