SAP Service Introduction 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

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people.Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations.

Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands‑on experience, certifications, industry training and more.

Join us to drive positive, lasting change that moves missions and the government forward!

The Work:

We are seeking an SAP Service Introduction Lead to support a large‑scale, complex SAP S/4HANA implementation. In this role, you will be the bridge between the S/4HANA implementation project team and the permanent IT support organization. You will define the operational readiness criteria, ensure service desk agents are trained, establish service level agreements (SLAs), and coordinate the Hypercare support period. Your goal is to guarantee that when the project concludes, the ongoing support organization is fully capable of maintaining system stability with zero disruption to active client missions.

Key Responsibilities:

• Service Transition Planning: Define, implement, and track the Service Transition Plan, outlining the step‑by‑step handover from the project team to the O&M support team
• Operational Gates & Readiness: Establish and monitor Operational Readiness checklists. Assess and report on whether support teams, tools, and processes are ready to support the new S/4HANA system before go‑live
• O&M Team Handover: Ensure that system design documents, standard operating procedures (SOPs), configuration logs, and known‑error databases are properly documented and transferred to the support teams
• Multi‑Tier Support Alignment: Define the Tier 1, Tier 2, and Tier 3 support escalation paths for S/4HANA incidents, ensuring clear separation of duties between business super‑users, technical helpdesks, and third‑party SAP support
• Service Desk Training and Enablement: Coordinate training sessions for service desk staff, ensuring they understand the new S/4HANA interface (including Fiori applications), ticketing workflows, and priority levels
• Align ticketing tools to handle S/4HANA‑specific incident routing, category codes, and automated workflows.
• Hypercare Command Center Management: Stand up and run the post‑go‑live Hypercare Command Center. Lead daily triage meetings to review open incidents, assign critical bugs to project developers, and communicate resolution status to leadership
• SLA Baseline Monitoring: Monitor initial Service Level Agreements (SLAs) during Hypercare, including Incident Response Times and Resolution Times, to