SAP Service Delivery Manager

About the Employer

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 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 Al-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 www.infosys.com to see how Infosys (NYSE: INFY) can help your enterprise navigate your next.

Short Description:

• Employer: Infosys

• Location – Perth, Australia

• Vacancy address: 37 St Georges Terrace, Perth WA 6000

• Industry: Information & Communication Technology (ICT)

• Occupation: Software Engineer

• Job Designation: SAP Service Delivery Manager

• Salary: 150,000 to 170,000 AUD

Job Description

We are looking for an experienced SAP Service Delivery Manager with a strong background in SAP program and support management to lead and oversee the delivery of SAP services for our client. With over 15 years of experience in SAP and at least 5 years in a delivery or support leadership role, the ideal candidate will bring deep expertise in SAP operations, stakeholder engagement, and service excellence.

Skillset Requirement:

• 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.
JD as below:

• 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-thebox 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.

Infosys is an equal opportunity employer and encourages applications from suitably qualified and eligible candidates regardless of gender or other attribute covered by equal opportunity legislation.

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 only on Infosys_ta@infosys.com or include your preferred method of communication in email and someone will be in touch.
Please note 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. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."

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