SAP Service Delivery Lead

Accenture PLC; Ciudad de México; On-site; MXN 900,000 - 1,400,000; Full time

Job summary

Accenture PLC in Mexico City seeks an SAP Service Delivery Lead to oversee end-to-end SAP service delivery, manage client relationships, and drive operational excellence across global teams. The role focuses on ensuring high-quality SAP solutions, governance, and continual improvement within AMS and managed services.

The ideal candidate has deep SAP service delivery experience, ITIL/ITSM expertise, and a proven track record of leading large, complex SAP engagements in multinational settings.

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.
• Proven experience leading SAP service delivery teams in global organizations.
• Strong knowledge of 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.

Responsibilities

• Lead the delivery of SAP AMS, support operations, and continuous improvement initiatives.
• Serve as primary client contact, build strong relationships and ensure satisfaction.
• Manage service governance with SLAs, KPIs, and contracts.
• Oversee SAP teams, drive collaboration and development.
• Handle incidents, escalations, risks, and recovery efforts.
• Coordinate deployment activities, release planning, and production support.
• Monitor service performance and identify improvement opportunities.
• Lead estimation, capacity planning, and financial tracking for SAP engagements.
• Collaborate with global delivery teams to ensure high-quality execution.
• Drive transformation, automation, and SAP best practices to maximize value.

Skills

SAP Service Delivery Management

Account Delivery Management

ITSM

ITIL

Client Relationship Management

Stakeholder Management

Education

Bachelor's degree in Information Technology / Computer Science / Engineering / Business

Tools

SAP S/4HANA

ITIL certifications

Job description

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.

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.