SAP Service Introduction Lead

Accenture Federal Services; Washington (District of Columbia); On-site; USD 120,000 - 235,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

ITSM

ITIL

SAP support

Stakeholder negotiation

Tools

SAP Fiori

SAP GUI

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!

You Are: SAP Service Introduction Lead

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 identify support bottlenecks
• Formal Handover Sign‑off: Facilitate the formal transition review at the end of the Hypercare period, obtaining sign‑off from O&M leadership that the system has stabilized and the project team can officially stand down.

Here’s What You Need

• 4+ years of experience in IT Service Management (ITSM), including experience managing service transition or service introduction for large‑scale ERP or SAP environments
• Strong practical knowledge of ITIL Service Transition and Service Operation lifecycles
• Familiarity with SAP application support structures, user provisioning processes, and basic Fiori/GUI navigation to understand support desk needs
• Proven ability to negotiate and secure agreement on handover criteria between separate project delivery teams and operations teams

Eligibility Requirements

• US Citizen (no dual citizenship)
• Active Secret clearance required
• Willingness to travel up to 25%

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below. Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on‑going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$120,400—$234,700 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. We have an unwavering commitment to creating a culture in which all our people are respected, feel a sense of belonging, and have equal opportunity. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included. This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of theAccenture Federal Services Equal Opportunity Policy Statement.

Accenture Federal Services is an Equal Employment Opportunity employer. Additionally, as an Affimative Action Employer for Veterans and Individuals with Disabilities, Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture Federal Services is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture Federal Services and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If youare being considered for employment opportunities with Accenture Federal Services andneed anaccommodation for a disability or religious observanceduring the interview process or for the job you are interviewing for, please speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please click here for additional important information.