Role: SAP Service Delivery Manager Technology: SAP S/4 Fashion
We are seeking a SAP S/4HANA / ECC Service Manager to own end to end service delivery for SAP applications in a production (AMS / Run / DevOps) environment. This onsite role serves as the single point of accountability for SAP service stability, SLA adherence, stakeholder satisfaction, and continuous improvement across SAP ECC and S/4HANA landscapes.
The role demands strong SAP functional expertise, disciplined service management practices, proven leadership capabilities, and a high level of client facing maturity to effectively manage stakeholders and drive operational excellence.
Service Delivery & Operations
• Own end to end service delivery for SAP ECC and S/4HANA landscapes (Run / AMS).
• Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
• Drive incident, problem, change, and release management in line with ITIL standards.
• Proactively monitor system health and service performance.
• Apply ITIL best practices across SAP support operations.
• Stakeholder & Client Management
• Serve as the primary onsite interface between the client (IT, Platform Engineering, Business) and offshore/onshore delivery teams.
• Lead service review meetings, operational governance calls, and leadership updates.
• Manage client expectations and build trust through transparency and predictable delivery.
• Prepare and present weekly/monthly/Quarterly service reports, including SLA metrics, trends, risks, and improvement plans.
• Ensure audit readiness, compliance, and documentation accuracy.
• Team & Delivery Management
• Coordinate with functional, technical, and basis teams across onshore and offshore models.
• Coach teams on service discipline, quality, and process adherence.
• Support S/4HANA transformation, brownfield/greenfield coexistence, and innovation initiatives.
• Contribute to SAP AMS / Run RFP responses
• Define service delivery model, SLAs, governance, and resourcing
• Support scope clarification, estimations, risks, and assumptions
Review and shape SAP AMS / DevOps SOWs
• Ensure alignment between contractual commitments and delivery capability
Transition (Projects → Operations)
• Lead transition from Project/Build to Run (AMS)
• Stabilize operations post go live and ensure SLA compliance
SAP Skills
• Strong hands on or lead level understanding of:
• SAP S/4HANA and/or SAP ECC
• SAP Basis awareness (interfaces, transports, performance, jobs)
• SAP MDG, BTP and FIORI awareness
• Experience in AMS / Run / Support environments is mandatory.
Service Management & Process
• Proven experience in SLA-driven service delivery.
• Experience in multi vendor and global delivery models.
Bachelor’s degree in Engineering, Computer Science, or related field.
• SAP certification(s) in S/4HANA/ECC modules is a plus.
• 10–15+ years of overall IT experience with 5+ years in SAP service management roles.
Experience with DevOps, SAP Cloud ALM, Solution Manager, or automation tools.
• Exposure to AI/Automation in SAP operations.
• Prior experience working onsite in European/global enterprise environments.
• Knowledge of compliance, security, and audit requirements.
Stable SAP landscape with improved SLA performance.
• Positive service review feedback from client stakeholders.
• Clear governance, predictable delivery, and continuous improvement mindset.
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