SAP S/4HANA Service Readiness & Hypercare Lead

Accenture-Federal-Services-2; Arlington (VA); On-site; USD 120,000 - 160,000; Full time

Job summary

Accenture Federal Services is seeking an SAP Service Introduction Lead to bridge the S/4HANA implementation project and the ongoing IT support organization. You will define operational readiness criteria, ensure training for service desk agents, establish SLAs, and coordinate the Hypercare period to guarantee stable post-go-live operations.

You will define escalation paths, document SOPs, and ensure smooth handover of design documents and logs to the support teams.

Qualifications

• Experience delivering SAP S/4HANA transition and hypercare programs.
• Ability define operational readiness criteria and SLAs.
• Familiarity with SOPs, design docs, and knowledge databases.

Responsibilities

• Service Transition Planning: Define, implement, and track the Service Transition Plan, outlining the handover from project to O&M.
• Operational Gates & Readiness: Establish readiness checklists and report on readiness pre go-live.
• O&M Team Handover: Ensure docs and SOPs are transferred to support teams.
• Multi-Tier Support Alignment: Define Tier 1–3 escalation paths for SAP support.
• Service Desk Training and Enablement: Coordinate training on S/4HANA interface and ticketing workflows.
• Align ticketing tools to S/4HANA routing and workflows.
• Hypercare Command Center Management: Stand up and run the post-go-live Hypercare Center and daily triage meetings.
• SLA Baseline Monitoring: Monitor SLAs during Hypercare, including response and resolution times.

Skills

SAP S/4HANA

Fiori

Service Transition

Hypercare

Tools

Ticketing tools

Job description

Accenture Federal Services is seeking an SAP Service Introduction Lead to bridge the S/4HANA implementation project and the ongoing IT support organization. You will define operational readiness criteria, ensure training for service desk agents, establish SLAs, and coordinate the Hypercare period to guarantee stable post-go-live operations.

You will define escalation paths, document SOPs, and ensure smooth handover of design documents and logs to the support teams.