SAP Service Delivery Manager (m/w/d)
Core
Manage ongoing SAP operations (Application Management) ensuring stable and performant system operations, acting as the main contact for the Service Desk regarding operational issues, escalations, and incidents.
Role type
Senior IC SAP Service Delivery Manager
Builds
Stable and performant SAP S/4HANA end-to-end operations
Domain
Enterprise Software / SAP / IT Operations
Required skills
SAP S/4HANA landscape knowledge, ITIL processes (Incident, Problem, Change, Request Management), Service-Management tools (SAP Solution Manager, SAP Cloud ALM, ServiceNow), Jira, Confluence, SLA/KPI management, Service Reporting, Contract and Provider management, Continuous Service Improvement, Agile methods (Scrum/Kanban)
Preferred skills
ITIL certification, SAP certification
Technologies
SAP S/4HANA, SAP Solution Manager, SAP Cloud ALM, ServiceNow, Jira, Confluence
Responsibilities
Steer ongoing SAP operations and ensure stable system performance, Act as main contact for Service Desk regarding escalations and incidents, Monitor and steer Service Level Agreements (SLAs) and KPIs, Continuously monitor, analyze, and optimize service and support processes, Coordinate internal teams and external service providers, Conduct service reviews, reporting, and escalation management, Identify improvement potentials and initiate continuous service improvement measures, Manage contract and budget topics, Ensure documentation of operational processes and knowledge bases, Collaborate with SAP consultants, developers, and business units
Seniority
Senior, hands-on IC
