SAP Service Delivery Engineer

Altria Group, Inc.; Richmond (VA); Hybrid; USD 105,000 - 152,000; Full time

Benefits offered by this job

Flexible remote options

Generous PTO and holidays

401(k) matching

Professional development stipends

Medical, dental, and vision coverage

Performance bonus

Job summary

Altria Client Services is seeking a SAP Service Delivery Engineer to oversee enterprise SAP operations, governance and performance. You will work with SAP Basis, security, infrastructure and MSP teams to ensure reliable, secure services and regulatory compliance.

The role combines operations leadership with process governance, reporting, and improvement initiatives, in a remote/hybrid setup with a Richmond, VA focus. Strong SAP, ITIL and audit experience is required.

Qualifications

• Bachelor’s degree in IT, CS, Engineering or related field.
• 5+ years supporting SAP operations, SAP Basis, SAP security, service management, infrastructure engineering, or technical support functions.
• Solid ITIL service management knowledge with hands-on incident, change, problem, request, transport, and access management experience.
• Experience supporting audit, compliance, risk management, governance or internal control activities.
• Understanding of SAP landscapes, Basis operations, security administration and access governance.
• Experience producing service metrics, dashboards and executive-facing reporting.

Responsibilities

• Supervising SAP service operations including system health, availability, capacity, batch processing, interfaces, incidents and service requests.
• Coordinating with SAP Basis, security, functional, infrastructure, and MSP teams to resolve issues and address customer concerns.
• Supporting governance, SOX controls, access reviews, privileged access management and audit evidence collection.
• Developing service scorecards, performance reports, SLAs and operational analytics for executives.
• Coordinating vendor and MSP performance and reviewing documentation and commitments.
• Participating in operational readiness, transition-to-support, cutovers and hypercare during projects.
• Maintaining runbooks, SOPs, critical issue processes and service management standards.
• Identifying opportunities to improve SAP service reliability, governance, automation and efficiency.

Skills

SAP operations

ITIL service management

Audit & compliance

Access governance

MSP governance

Education

Bachelor’s degree in IT/CS/Engineering

Tools

Microsoft 365

Excel

Power BI

Visio

ServiceNow

CMDB management

Job description

Job Title: SAP Service Delivery Engineer

Work Model: Remote

Company: Altria Client Services

Job Description

Ready to help ensure the reliability, security, and performance of the SAP platforms that power a Fortune 500 business? Join Altria's technology organization and help govern and optimize enterprise SAP services. Collaborate with infrastructure, security, compliance, in conjunction with business teams while delivering outstanding operational outcomes. TheSAP Service Delivery Engineeris a hybrid role located inRichmond, VA, but we are open to a remote working arrangement for the right candidate.

The Service Delivery Specialist supports the governance, operational oversight, compliance, performance, and continuous improvement of Altria's SAP services. This role is a key liaison among SAP system administration, security, functional, engineering, MSP, project, and business teams. It ensures services are delivered reliably and securely, meeting operational, contractual, and regulatory requirements.

What you will be doing:

• Supervising SAP service operations, including system health, availability, capacity, transport activity, batch processing, interfaces, incidents, and service requests.
• Coordinating with SAP Basis, security, functional, infrastructure, and managed service teams to ensure timely resolution of operational issues and customer concerns.
• Supporting compliance and governance activities, including SOX controls, access reviews, privileged access management, audit evidence collection, and remediation tracking.
• Developing and maintaining service scorecards, performance measurement reports, SLA performance metrics, operational analytics, and executive-level reporting materials.
• Coordinating vendor and managed service provider performance by tracking the work, validating commitments, reviewing documentation, and raising service concerns.
• Supporting project delivery activities including operational readiness assessments, transition-to-support planning, cutovers, hypercare support, and change coordination.
• Maintaining and enhancing operational documentation, runbooks, standard operating procedures, critical issue processes, and service management standards.
• Finding opportunities to improve SAP service reliability, governance, automation, standardization, and overall operational efficiency.

We want you to have:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related subject area.
• 5+ years supporting SAP operations, SAP Basis, SAP security, service management, infrastructure engineering, or technical support functions.
• Solid understanding of ITIL service management principles coupled with hands‑on involvement in supporting incident, change, problem, request, transport, and access management processes s.
• Experience supporting audit, compliance, risk management, governance, or internal control activities within an enterprise environment.
• Understanding of SAP landscapes, Basis operations, security administration, role management, access governance, and operational support processes.
• Experience producing service metrics, operational dashboards, target reporting, performance analytics, and executive‑facing reporting.
• Proficiency with Microsoft 365 applications, Excel, Power BI, Visio, ServiceNow, CMDB management, or similar enterprise technology platforms.
• Preferred qualifications include experience supporting both SAP ECC and S/4 HANA systems, as well as other ERPs. Including access controls, transport governance, system upgrades, disaster recovery testing, and MSP environments.

The starting salary is based on but not limited to experience, knowledge, and qualifications in determining compensation decisions. The Salary Range for this position is: $104,900.00 - $152,150.00.

Why You’ll Love Building Your Career at Altria

At Altria, we believe a great career starts with feeling supported — both at work and in life. Here’s what you’ll find here:

• Work where life works for you —with flexible and remote options that fit your world, not the other way around.
• Own your time— start with 15 days of paid time off, 13 paid holidays, 2 floating holiday days, and a 37.5‑hour workweek so you can recharge and live fully
• A place where you belong— where your ideas are welcomed, your growth is encouraged, and your impact is real
• Get recognized for your work— annual merit increases and performance bonus
• A future you can count on— 401(k) matching from day one; plus Deferred Profit Sharing, an annual company contribution in an amount equal to 13%-17% of your base salary
• Help with your goals— get help with student loan repayment assistance, attend a conference, or gain a new certification with professional development stipends
• Support for what matters most— comprehensive medical, dental, and vision coverage for you and your family
• Celebrating your milestones— paid parental and bonding leave for life’s biggest moments.
• Wellness that goes beyond work— programs that care for your whole well‑being at whatever stage you are in your life
• A culture that gives back— paid volunteer days and a shared commitment to making a difference

At Altria, we offer more than benefits — we offer a career that fits your life, rewards your ambition, and celebrates your impact.

This position is not eligible for sponsorship.

Altria is a Fortune 500 company that has a leading portfolio of products for U.S. adult tobacco and nicotine consumers 21+. For decades we’ve been leaders in the tobacco industry, but the industry is evolving - and so are we. Our Vision is Moving Beyond Smoking™.

At Altria, we celebrate the power of diverse teams working together to shape our future. Each Altria company is an equal opportunity employer. We are committed to providing individuals with criminal records, including formerly incarcerated individuals and individuals with conviction records, a fair chance at employment. Join us as we work together to shape a better future for adult tobacco consumers, our employees, and our shareholders.

Altria is the parent company of Philip Morris USA, John Middleton, U.S. Smokeless Tobacco, Helix Innovations, and NJOY. Altria complements its tobacco portfolio with equity investments in Anheuser‑Busch InBev and Cronos Group.