SAP Onsite Lead- Service Delivery Manager

Capgemini; Southfield (MI); On-site; USD 98,000 - 233,000; Full time

Benefits offered by this job

Paid time off based on employee grade

Medical, dental, and vision coverage

Retirement savings plans (401(k))

Life and disability insurance

Employee assistance programs

Job summary

Capgemini in Troy, MI seeks a Senior Service Delivery Manager (Hands-On SAP Onsite Lead) to bridge customer stakeholders and the SAP delivery team. You will own SAP RUN operations and lead critical incidents.

You will coordinate onsite and offshore teams across functional, technical, and infrastructure areas, translating business impact into actionable priorities while ensuring proactive, transparent communication and delivery excellence.

Qualifications

• 12+ years of hands-on SAP service delivery experience, with AMS, production support, client-facing delivery, and people leadership.
• Broad SAP cross-module exposure with working knowledge of integrations, production support, change management, and enhancement delivery.
• Demonstrated ability to lead complex production incidents and troubleshoot issues across multiple SAP functional/technical teams.
• Strong working knowledge of SAP Basis and technical operations, including hosting/cloud environments, networks, databases, interfaces, middleware, and infrastructure.
• Ability to translate business impact into actionable technical priorities while maintaining clear communication with stakeholders.
• Strong customer-facing communication skills and accountability for relationships, escalations, and resolutions.
• Strong collaboration and orchestration skills across onsite, offshore, functional, technical, integration, Basis, and infrastructure teams.
• Bachelor’s degree required.

Responsibilities

• Own day-to-day SAP RUN operations, including incidents, escalations, and production support priorities.
• Provide hands-on leadership during critical production incidents with clear ownership and recovery actions.
• Coordinate SAP functional, technical, integration, Basis, infrastructure, offshore teams to drive resolution.
• Translate business impact into actionable technical priorities with proactive communication.
• Maintain accountability from incident identification through resolution and follow-up.
• Collaborate with teams to assess enhancements and changes affecting production stability.
• Build strong relationships with customer stakeholders and ensure transparency and accountability.

Skills

Hands-on SAP service delivery

Incident management leadership

Customer-facing delivery

Cross-module SAP knowledge

Problem solving under pressure

Team leadership

Education

Bachelor’s degree

Tools

SAP

SAP Basis

Cloud hosting

Job description

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.LocationMust be local to Troy, MI/ Metro-Detroit - Regular Onsite requiredAbout the Job You're ConsideringCapgemini is seeking a Senior Service Delivery Manager- (Hands-On SAP Onsite Lead) to serve as the key bridge between customer stakeholders and the Capgemini SAP delivery organization. This role requires a strong combination of hands-on SAP experience, service delivery leadership, technical understanding, customer management, and cross-functional team orchestration.The successful candidate will take ownership of day-to-day SAP RUN operations, lead complex production issues through resolution, and coordinate across onsite, offshore, functional, technical, integration, Basis, infrastructure, and other connected enterprise application teams. This individual must be comfortable operating in high-pressure environments and able to quickly translate business impact into the technical actions needed to restore and stabilize service.Your RoleServe as the primary onsite bridge between customer stakeholders and the Capgemini SAP delivery organization.Own day-to-day SAP RUN operations, including incidents, escalations, problem resolution, enhancements, and production support priorities.Provide hands-on leadership during critical production incidents, establishing clear ownership, priorities, escalation paths, and recovery actions.Coordinate SAP functional, technical, integration, Basis, infrastructure, offshore, and connected enterprise application teams to drive issues through resolution.Lead investigation of complex incidents where the failure domain may not be immediately clear, helping teams isolate whether issues originate within SAP applications, integrations, infrastructure, databases, networks, middleware, hosting/cloud environments, or connected systems.Translate business impact into actionable technical priorities while ensuring customer stakeholders receive clear, proactive, and timely communication.Maintain accountability for issues from initial identification through resolution, stabilization, and appropriate follow-up.Partner with functional and technical teams to assess enhancements and changes, considering business requirements, solution impacts, integrations, production stability, and delivery dependencies.Coordinate priorities and execution across onsite and offshore teams to maintain service quality and delivery commitments.Develop a deep understanding of the customer's functional and technical environment to become an effective and trusted point of leadership.Drive collaboration among teams rather than allowing complex production issues to remain isolated within individual technical or functional workstreams.Build strong working relationships with customer stakeholders while maintaining ownership, transparency, and accountability throughout the service delivery lifecycle.Your Skills and Experience12+ years of hands-on SAP service delivery experience, with strong experience in AMS, production support, client-facing delivery, and people leadership.Broad SAP cross-module exposure with working knowledge of integrations, production support, change management, and enhancement delivery.Demonstrated ability to lead complex production incidents and troubleshoot issues spanning multiple SAP functional and technical teams.Strong working knowledge of SAP Basis and technical operations, including hosting/cloud environments, networks, databases, interfaces, middleware, and infrastructure.Ability to use technical knowledge to orchestrate specialist teams, identify potential failure domains, challenge assumptions, and drive structured troubleshooting of complex production incidents.Strong understanding of the relationships and dependencies between SAP applications, integrations, infrastructure, and other connected enterprise applications.Demonstrated ability to quickly learn the functional and technical details of a customer environment and apply that knowledge to service delivery and issue resolution.Strong problem-solving and decision-making capabilities, particularly in high-pressure, business-critical production situations.Strong customer-facing communication skills with the ability to translate between business impact and technical issues.Proven ownership and accountability for customer relationships, escalations, service issues, and resolution management.Strong collaboration and orchestration skills across onsite, offshore, functional, technical, integration, Basis, and infrastructure teams.Ability to communicate confidently with both business and technical stakeholders and ensure the appropriate teams are mobilized based on business impact and technical findings.Strong leadership and people management skills within globally distributed SAP delivery environments.Bachelor’s degree required.The base compensation range for this role in the posted location is: $98,397-$233,248Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.It is not typical for candidates to be hired at or near the top of the posted compensation range.In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick LeaveMedical, dental, and vision coverage (or provincial healthcare coordination in Canada)Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)Life and disability insuranceEmployee assistance programsOther benefits as provided by local policy and eligibilityImportant Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini’s discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.DisclaimersCapgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.Click the following link for more information on your rights as an Applicant in the United States. http://www.capgemini.com/resources/equal-employment-opportunity-is-the-lawCapgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.