SAP Service Delivery Lead

1913 Accenture SC ATC Company; Ciudad de México; On-site; MXN 1,800,000 - 2,400,000; Full time

Job summary

Accenture is seeking a results-driven leader to manage SAP AMS delivery across global clients. You will govern service delivery, leads SAP teams, and drive continuous improvements to ensure high customer satisfaction and contract adherence.

The ideal candidate has deep SAP AMS/ITIL expertise, strong stakeholder management, and a track record of delivering complex SAP programs within global organizations.

Qualifications

• Advanced proficiency in SAP Service Delivery Management or Account Delivery Management.
• 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.

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 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.

Skills

SAP Service Delivery Management

Account Delivery Management

ITIL / ITSM frameworks

Client relationship management

Service governance

Leadership of SAP delivery teams

Education

Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or related field

Job description

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.

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.

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.

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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