SAP Service Delivery Manager

We are seeking an experienced SAP Service Delivery Manager with a strong background in manufacturing, particularly in modules such as MM (Materials Management), WM (Warehouse Management), and PP (Production Planning). The ideal candidate will lead our onshore support operations in the USA, focusing on optimizing SAP application management services to ensure exceptional client satisfaction and operational effectiveness. Additionally, the candidate should have customer-facing experience and a keen understanding of new-age SAP technologies, along with a robust background in Application Management Services (AMS) and a strong exposure to AI.Key Responsibilities:Service Delivery Management: Oversee the delivery of SAP AMS services, ensuring compliance with SLAs and KPIs. Collaborate with global teams to maintain consistent service quality.Client Engagement: Act as the primary point of contact for clients, building strong relationships and understanding their business needs. Facilitate regular meetings and updates to keep clients informed.Team Leadership: Lead and mentor a team of SAP consultants and support staff, fostering a culture of continuous improvement and professional development.Process Improvement: Identify and implement enhancements to processes that increase service efficiency and effectiveness. Utilize metrics and feedback to drive improvement initiatives.Incident Management: Ensure timely resolution of incidents and service requests, implementing best practices for incident management and root cause analysis.Change Management: Manage the change control process, ensuring proper documentation, testing, and communication of changes to clients and internal teams.Reporting and Analysis: Provide regular reports on service performance, incidents, and client feedback. Analyze trends and implement corrective actions as necessary.Collaboration: Work closely with other service delivery managers, project managers, and technical teams to ensure service delivery aligns with business objectives.Compliance and Risk Management: Ensure that all services meet regulatory requirements and internal policies. Identify and mitigate risks associated with service delivery.

Qualifications:Bachelor’s degree in Computer Science, Information Technology, or a related field; Master’s degree preferred.7+ years of experience in SAP application management services or related IT service delivery roles, with a focus on manufacturing environments.Proven experience managing both onshore and offshore teams.Strong knowledge of SAP modules, including MM, WM, PP, and application management processes.Customer-facing experience with a strong understanding of new-age SAP technologies and AI.Excellent communication, leadership, and interpersonal skills.Ability to manage multiple priorities and projects simultaneously.Familiarity with ITIL frameworks and service management best practices.Experience with incident management tools and reporting software.

Who we areFor 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.