SAP S/4HANA Service Transition Lead

Accenture Federal Services; Washington (District of Columbia); Sur place; USD 120 000 - 235 000; Plein temps

Résumé du poste

Accenture Federal Services seeks an SAP Service Introduction Lead to bridge project delivery and permanent IT support during a large SAP S/4HANA implementation. Define operational readiness, train service desk, establish SLAs, and coordinate Hypercare to ensure smooth handover with zero disruption to missions.

You will define readiness criteria, set up escalation paths (Tier 1–3), document SOPs and logs, and manage the Hypercare center with daily triage and leadership updates, aligning tools and

Qualifications

• 4+ years of ITSM experience with service transition for large ERP/SAP environments.
• Strong knowledge of ITIL Service Transition and Service Operation lifecycles.
• Familiarity with SAP support structures, user provisioning processes, and basic Fiori/GUI navigation.
• Proven ability to negotiate handover criteria between project delivery teams and operations.

Responsabilités

• Define, implement, and track the Service Transition Plan from project to O&M.
• Establish readiness checklists and monitor readiness before go-live.
• Document and transfer design docs, SOPs, configuration logs to support teams.
• Define Tier 1–3 escalation paths for S/4HANA incidents and role separation.
• Coordinate training for service desk staff on S/4HANA interface and workflows.
• Align ticketing tools for S/4HANA incident routing and automated workflows.
• Stand up Hypercare Command Center and lead daily triage and resolutions.
• Monitor SLA baselines during Hypercare and identify bottlenecks.
• Facilitate formal handover sign-off from O&M leadership.

Connaissances

ITSM

ITIL

SAP support

Stakeholder negotiation

Outils

SAP Fiori

SAP GUI

Description du poste

Accenture Federal Services seeks an SAP Service Introduction Lead to bridge project delivery and permanent IT support during a large SAP S/4HANA implementation. Define operational readiness, train service desk, establish SLAs, and coordinate Hypercare to ensure smooth handover with zero disruption to missions.

You will define readiness criteria, set up escalation paths (Tier 1–3), document SOPs and logs, and manage the Hypercare center with daily triage and leadership updates, aligning tools and