As SAP Service Delivery Manager, you will lead and coordinate all service management activities. You will manage service handovers, including hypercare management and go-live support, optimize service delivery processes, and lead a first and second level support team. You will also ensure the punctual processing of incidents and service requests and coordinate incident and problem management in accordance with ITIL standards. Your responsibilities will significantly contribute to the success of the project.
What you'll do
1. SAP service and operations management: Manage and support first/second level support teams, implement service handovers (including hypercare and go-live support), and ensure timely processing of incidents/requests according to ITIL standards.
2. Performance and process optimization: Monitor KPIs, create performance reports, continuously improve service delivery processes through automation, ensure compliance with SLAs, and introduce innovative approaches.
3. Strategic planning & implementation: Manage the solutions & operations stream to achieve program goals, set up a global SAP operations organization, and coordinate SAP technology, infrastructure, and administration.
4. Project and stakeholder management: Collaborate with program management, developers, base teams, and implementation partners to ensure transparency, meet deadlines, guarantee quality, and enable smooth operations management.
5. Incident and problem management: Coordinate escalations, analyze recurring problems, and derive sustainable solutions to ensure system stability.
6. Supplier and partner management: Manage service providers and partners to ensure compliance, quality, and on-time delivery.
7. Promoting a positive corporate culture: Foster an appreciative and supportive work environment and build a goal-oriented, motivated, and customer-focused team.
Who You Are
1. Professional experience: Over 8 years managing SAP services and leading IT teams, with at least 5 years in management roles, including experience in global SAP implementation projects.
2. Technical know-how: Deep knowledge of SAP modules (MM, SD, FI, CO), SAP Basis, SAP S/4HANA (including cloud and hybrid environments), familiarity with ITIL and COBIT frameworks, and experience with KPI reporting.
3. Management skills: Experience in incident/problem management, SAP project management methodologies, and tools like SAP Solution Manager, Cloud ALM, ServiceNow, and Jira. Ability to drive continuous improvements.
4. Communication and intercultural skills: Excellent communication skills, confidence, assertiveness, and team management experience in international settings, with willingness to travel.
5. Languages: Proficiency in English required; German is an advantage.
What We Offer
1. Cutting-Edge Environment: Lead a Greenfield S/4HANA project shaping our global ERP future.
2. Impact & Influence: Own a key sub-project with strategic visibility, directly affecting innovation and automation.
3. Growth & Development: Access to training, certifications, and skill expansion in SAP.
4. Collaborative Culture: Work with passionate experts committed to innovation and teamwork.
Ready to Shape the Future? If you're excited about leading architecture & development in a Greenfield S/4HANA environment and enjoy strategic and hands-on problem-solving, we'd love to hear from you
Delivery Manager
• Madrid, Kingdom Of Spain, ES
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