SAP Service Delivery Manager

Responsibilities

• A seasoned SAP program manager with 15+ years of experience in project / program management.

• Should have experience / expertise in at least one SAP functional or technical area with relevant SAP certification and should be well versed with SAP eco system and roadmap.

• Serve as the primary onsite point of contact for client stakeholders for SAP support services.

• Manage and govern daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.

• Ensure adherence to agreed SLAs and KPIs, track and report performance metrics.

• Coordinate between client teams, offshore delivery teams, and third-party vendors.

• Lead and participate in regular status meetings, governance reviews, and performance reporting.

• Escalate critical issues appropriately and ensure timely resolution.

• Maintain resource utilization and workload balancing across modules and support streams.

• Drive improvements in processes, documentation, and knowledge management.

• Support audits and compliance activities as per client and regulatory requirements.

• Manage team performance, mentoring, and knowledge transfer activities.

• Facilitate change management and release coordination for SAP landscapes.

• Innovation and Problem-Solving. Cultivate a culture of innovation and continuous improvement. Encourage creativity and out-of-the box thinking, identify and implement innovative solutions to address complex problems, driving value and organizational growth

• Connect with senior client business and IT stakeholders, demonstrating thought leadership in domain, process, and technology.

• Work with multiple stakeholders to drive new business opportunities within the existing account base as well as supporting new customer acquisition activities as assigned.

• Providing insights and guidance on how client can continue to improve and respond to the changing landscape.

• Enter a partnership arrangement with client aligned with their values and provide innovative solutions to focus on the end-goals of the enablement of process refinement, cost savings and automation.

• Evaluate enterprise-wide SAP application systems and develop detailed analysis reports and recommendations for business-critical systems.

Additional Responsibilities:

• Ability to lead and present proposals and solutions

• Should be based in Perth WA or willing to relocate to Perth WA

• Strong Client Facing experience, great communication and presentations skills

• Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability

• Ability to assess the current processes, identify improvement areas and suggest the technology solutions

• Awareness of latest technologies and Industry trends

• Experience in managing SAP upgrades, migrations, or patching in BAU environments.

Technical and Professional Requirements:

• Minimum 15+ years of experience in SAP with at least 5 years in a delivery or support management role.

• Proven track record in managing SAP support operations in an onsite-offshore model.

• Solid grasp of ITIL processes (Incident, Problem, Change Management).

• Strong stakeholder management, leadership, and communication skills.

• Experience working in multi-vendor and multi-geography delivery environments.

• PMP/ITIL certification is a plus.

Educational Requirements

• Bachelor's degree in information technology, Engineering, or a related field; master's degree preferred.

• SAP certifications are a plus.