Service Delivery Manager SAP (M/F)
Must-have:SAP
Machine translation — original language: French.Show original
RESPONSIBILITIES:
As part of our growth around SAP activities, we are looking for a Service Delivery Manager SAP to support the management and optimization of application services. Within a complex and multi-stakeholder environment, you will be responsible for the proper execution of contractual commitments and the management of a strategic SAP framework. Your main missions will be as follows:
- Ensure the operational management of an SAP application maintenance activity (TMA).
- Guarantee compliance with service commitments (SLA, KPI, quality of service).
- Be the primary point of contact for the client on all subjects related to delivery.
- Coordinate production, support, and SAP expertise teams.
- Lead steering committees and governance bodies.
- Monitor workload, performance indicators, and continuous improvement plans.
- Identify risks and implement necessary corrective actions.
- Ensure customer satisfaction and maintain a lasting relationship of trust.
- Participate in building the evolution trajectories of SAP services and support transformation phases when necessary.
- Contribute to pre-sales activities and responses to calls for tenders related to SAP services.
REQUIRED PROFILE:
- With higher education (Master's degree or equivalent), you have significant experience as a Service Delivery Manager, Delivery Manager, or TMA Manager.
- You have solid experience in SAP environments and understand the challenges associated with support, maintenance, and application evolution activities.
- You have already managed large-scale TMA frameworks involving multiple teams and stakeholders.
- You master the monitoring of service commitments, SLA management, and KPI.
- You are recognized for your ability to unite teams, anticipate operational issues, and ensure a high level of customer satisfaction.
- Your communication, sense of service, and ability to manage demanding environments are major assets for success in this position.
- Knowledge of ITIL methodologies is a plus.
- Professional level of English.