Job Description : SAP Service Delivery Manager

Position Summary :

The SAP Service Delivery Manager will be responsible for ensuring seamless delivery of SAP services across the enterprise, driving operational excellence, governance, and business value realization. The role demands strong leadership in managing global SAP landscapes (S/4HANA on RISE, Basis & Security, MDM, and integrations), vendor performance, and AMS operations. This position requires proven hands-on SAP program experience, excellent cross-collaboration, and the ability to align IT services with business priorities, particularly in the agribusiness sector.

Key Responsibilities :

Service Delivery & Operations :

- Own and manage end-to-end SAP service delivery lifecycle, ensuring system stability, availability, and performance across all SAP environments (S/4HANA on RISE, Fiori, CPI, BTP).

- Oversee daily SAP operations, including incident, problem, and change management, ensuring strict SLA adherence.

- Lead transport and integration management for a single global instance, ensuring seamless movement of changes across D, Q, and P environments.

- Conduct and manage all phases of testing - including UAT, SIT, integration testing, and regression testing - ensuring quality deliverables.

- Ensure timely execution of system upgrades, patching, security compliance, and preventive maintenance activities.

Governance & Compliance :

- Drive ERP governance processes across change control, ITGC compliance, audit readiness, and risk management.

- Define, monitor, and report KPIs/SLAs regularly to leadership, with a focus on continuous improvement.

- Champion ITIL best practices to standardize incident, problem, and change processes.

Stakeholder & Vendor Management :

- Act as the single point of accountability between business stakeholders, AMS partners, and internal IT teams.

- Manage AMS vendor contracts, escalations, and performance to achieve cost-effective and high-quality outcomes.

- Partner with business leaders to understand agribusiness priorities and translate them into IT deliverables.

Leadership & Team Management :

- Lead, coach, and mentor global SAP support teams, including AMS and MDM teams, fostering a culture of accountability and collaboration.

- Drive cross-functional collaboration across ERP, MDM, Security, Basis, and Infrastructure teams.

- Ensure capability building, succession planning, and continuous upskilling of the delivery team.

Continuous Improvement & Innovation :

- Identify opportunities for automation, efficiency, and cost optimization in SAP operations.

- Stay updated with SAP product roadmap, RISE with SAP advancements, and industry best practices; recommend adoption where relevant.

- Support business transformation initiatives by aligning SAP service delivery with enterprise strategy.

Qualifications & Experience :

- Bachelor's or Master's degree in IT, Computer Science, or related field.

- 12 to 15 years of IT experience with at least 6-8 years in SAP service delivery/operations leadership.

- Minimum 2 to 3 end-to-end S/4HANA implementation experiences (preferably on RISE with SAP).

- Strong exposure to agribusiness or manufacturing industry processes.

- Proven expertise in ERP governance, SAP Basis & Security, transport management, and audit compliance.

- Solid knowledge of Master Data Management (MDM) processes and ability to lead MDM teams.

- Demonstrated ability to lead UAT, integration testing, and regression cycles in global rollouts.

- Hands-on experience managing AMS support teams (onsite/offshore).

- Excellent communication, negotiation, and stakeholder management skills.

- Ability to work effectively in a global, multicultural environment.

Preferred Skills :

- SAP Cloud/BTP, Fiori, CPI experience.

- Exposure to SAP Data Governance and Analytics tools.

- Project Management certification (PMP/Prince2/ITIL).

- Strong analytical and problem-solving skills with a continuous improvement mindset.