SAP Service Delivery Manager

Long Description

About Capgemini

Capgemini is a global leader in consulting, technology services, and digital transformation. We partner with world-leading organizations to deliver business value through innovation, data, cloud, and enterprise applications. As part of our SAP practice, you’ll drive client success across complex landscapes using industry best practices and Capgemini delivery frameworks.

Role Summary

The SAP Service Delivery Manager is accountable for end-to-end delivery of SAP Managed Services/AMS across one or more enterprise accounts. You will own service performance, customer satisfaction, financials (P&L), governance, and continuous improvement across multi-tower SAP landscapes (e.g., S/4HANA, ECC, BW/4HANA, PI/PO, BTP, Solution Manager/ALM). You will orchestrate global delivery teams, ensure SLA/OLA adherence, manage stakeholders up to C‑level, and drive automation and transformation roadmaps.

Key Responsibilities

Service Ownership & Governance

Act as the single point of accountability for SAP Managed Services delivery across application, integration, basis/technical, and functional streams.

Establish and run governance (weekly ops, monthly service reviews, quarterly exec reviews) with clear reporting on SLAs, KPIs, incidents, changes, and CSI initiatives.

Operational Excellence

Ensure incident, problem, change, release, and request processes follow ITIL and Capgemini standards.

Maintain platform stability, capacity/availability, patching, and security compliance in partnership with Basis/Cloud teams.

Oversee major incident and RCA processes; ensure preventive and corrective actions are implemented.

Financial & Contract Management

Manage account financials (budgeting, forecasting, invoicing, margin optimization, demand/scope control).

Track consumption vs. contracted services; lead SoW changes, CRs, and renewals.

Stakeholder & Client Management

Build trusted relationships with client IT/business leadership; translate business priorities into service/roadmap outcomes.

Escalation management and expectation setting; ensure proactive communication and transparency.

People & Vendor Leadership

Lead multi-location teams (onshore/offshore/nearshore), including partner/vendor management and capacity planning.

Drive performance management, skills uplift, knowledge management, and succession planning.

Transformation & Continuous Improvement

Lead automation (e.g., bots, AIOps, monitoring), shift-left, and service simplification initiatives.

Shape roadmaps (e.g., ECC to S/4HANA, SAP ALM adoption, SAP BTP extensions, hyperscaler modernization).

Compliance & Risk

Ensure adherence to security, audit, and regulatory requirements; own risk register and mitigation plans.

Align to Capgemini quality frameworks, delivery methods, and sustainability commitments.

Required Qualifications

12+ years in enterprise application services with 8+ years in SAP and 5+ years in service delivery/engagement management roles.

Proven track record managing SAP AMS/Managed Services for large/global clients with measurable SLA/KPI improvements.

Strong command of ITIL processes and service governance; experience with major incident/Problem Management.

Experience with S/4HANA and/or complex ECC landscapes, and adjacent components (e.g., BW/4HANA, PI/PO, SAP BTP, SAP Solution Manager or SAP Cloud ALM).

Demonstrated financial management (P&L, budgets, invoicing, margin optimization) and contract/SOW governance.

Excellent stakeholder management and executive communication skills; ability to influence and negotiate.

Leadership of global delivery teams and vendor/partner ecosystems.