SAP Service Delivery Manager

Overview

SAP Service Delivery Manager opportunity with Infosys in Perth, Western Australia. This role focuses on managing SAP delivery operations, client engagement, governance, and continuous improvement within SAP BAU and project delivery contexts.

Job Description

Talent Acquisition Specialist at Infosys

About Infosys

Infosys is a global leader in next-generation digital services and consulting. We enable clients in 56+ countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Visit to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Location

Perth, Western Australia

Salary

AUD 127,971-141,157 (Annual Gross)

Responsibilities

• A seasoned SAP program manager with 15+ years of experience in project / program management.
• Experience / expertise in at least one SAP functional or technical area with relevant SAP certification and understanding of the SAP ecosystem 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, and 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, and implement innovative solutions to address complex problems.
• 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.
• Provide insights and guidance on how the client can continue to improve and respond to the changing landscape.
• Enter a partnership arrangement with the client aligned with their values and provide innovative solutions focusing on end-goals 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
• Based in Perth WA or willing to relocate to Perth WA
• Strong client-facing experience, great communication and presentation skills
• Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase profitability
• Ability to assess current processes, identify improvement areas and suggest 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

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Engineering, Information Technology, and Consulting

Industries

• Engineering Services, Information Services, and IT Services and IT Consulting

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email or call Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

All aspects of employment at Infosys are based on merit, competence and performance. Infosys is an equal opportunity employer.

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