SAP Service Delivery Lead

Accenture México; Ciudad de México; Vor Ort; MXN 1.200.000 - 2.000.000; Vollzeit

Zusammenfassung

Accenture México is seeking an experienced SAP Service Delivery Lead to oversee end-to-end SAP AMS delivery, guiding cross-functional teams to ensure client objectives are met with high-quality, scalable SAP solutions.

The role requires strong leadership, strategic thinking, and hands-on knowledge of SAP delivery, ITSM/ITIL, and global delivery dynamics to drive transformation and continuous improvement across engagements.

Qualifikationen

• 12+ years of experience in SAP implementation, support, AMS, or managed services environments.
• Proven experience leading SAP service delivery teams in global organizations.
• Strong knowledge of ITSM and ITIL frameworks.
• Bachelor's degree in IT/CS/Engineering/Business or related field.

Aufgaben

• Lead SAP AMS delivery, support operations, and continuous improvement initiatives.
• Serve as primary client contact and ensure high customer satisfaction.
• Manage service governance, SLAs, KPIs, and contractual commitments.
• Oversee SAP teams, driving collaboration, performance, and development.
• Manage incidents, escalations, risks, and service recovery efforts.
• Coordinate deployment activities, release planning, and production support.
• Monitor service performance and drive operational improvements.
• Lead estimation, capacity planning, and financial tracking for SAP engagements.
• Collaborate with global delivery teams to ensure high-quality service execution.
• Drive transformation, automation opportunities, and SAP best practices.

Kenntnisse

SAP Service Delivery Management

Account Delivery Management

ITSM

ITIL

Ausbildung

Bachelor's degree (IT/CS/Engineering/Business)

Tools

ITIL

Jobbeschreibung

Join our team as an SAP Service Delivery Lead and play a key role in driving operational excellence, client satisfaction, and successful SAP service delivery. In this leadership position, you will oversee the end-to-end delivery of SAP services, collaborate with cross-functional teams, and act as a trusted advisor to clients, ensuring that business objectives are achieved through high-quality, scalable, and efficient SAP solutions.

A results-oriented leader with a strong customer focus, excellent stakeholder management skills, and a passion for delivering high-quality SAP services. The ideal candidate combines strategic thinking, operational discipline, and technical understanding to drive service excellence and long-term client success.

Key Responsibilities

• Lead the delivery of SAP Application Management Services (AMS), support operations, and continuous improvement initiatives.
• Serve as the primary point of contact for clients, fostering strong relationships and ensuring high levels of customer satisfaction.
• Manage service governance, ensuring compliance with Service Level Agreements (SLAs), KPIs, and contractual commitments.
• Oversee multidisciplinary SAP teams, driving collaboration, performance, and professional development.
• Manage critical incidents, escalations, risks, and service recovery efforts, ensuring timely resolution and minimal business disruption.
• Coordinate deployment activities, release planning, and production support to ensure seamless service transitions.
• Monitor service performance, identify improvement opportunities, and implement operational excellence initiatives.
• Lead estimation, capacity planning, resource management, and financial tracking activities for SAP engagements.
• Collaborate with global delivery teams and stakeholders to ensure consistent and high-quality service execution.
• Drive transformation initiatives, automation opportunities, and SAP best practices to maximize business value for clients.

Required Qualifications

• Advanced proficiency in SAP Service Delivery Management or Account Delivery Management.
• Minimum of 12 years of experience in SAP implementation, support, AMS, or managed services environments.
• Proven experience leading SAP service delivery teams in complex, global organizations.
• Strong knowledge of IT Service Management (ITSM) and ITIL frameworks.
• Experience managing client relationships, executive stakeholders, and service governance processes.
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.

Preferred Qualifications

• Experience supporting SAP S/4HANA and hybrid SAP landscapes.
• Advanced proficiency in Business Operations Management.
• Advanced proficiency in Estimation and Planning.
• Advanced proficiency in Work Management.
• Intermediate proficiency in Risk Assessment.
• Intermediate proficiency in Process Improvement.
• Experience managing large-scale SAP support engagements and global delivery models.
• SAP and/or ITIL certifications are highly desirable.