Senior SAP Service Delivery Manager

Cognitus Consulting LLC; United States; Remote; USD 90,000 - 150,000; Full time

Job summary

An established industry player seeks a Senior SAP Service Delivery Manager to lead customer engagement and service delivery. This role involves managing SAP Managed Services for diverse clients, ensuring high-quality support and satisfaction. The ideal candidate will have extensive experience in IT, particularly in SAP and project management, with a strong focus on customer relationships and operational excellence. Join a dynamic team that values innovation and professional growth, where your contributions will significantly impact client success and business outcomes. If you are passionate about technology and have a knack for problem-solving, this opportunity is perfect for you.

Qualifications

• 12+ years of IT experience with 7+ years in SAP/ERP.
• Experience in AMS Service Delivery and Account Management.

Responsibilities

• Own customer satisfaction and service quality for SAP services.
• Lead multiple managed services accounts and ensure profitability.
• Conduct account planning and resource management.

Skills

SAP

Project Management

Account Management

Customer Engagement

Communication Skills

Problem Solving

Emotional Intelligence

Education

Bachelor's Degree in Computer Science

Master’s Degree in Project Management

Tools

SAP S4HANA

Cloud Technologies

ITIL Framework

Job description

At Cognitus, an SAP Gold Partner and one of the world's leading SAP Systems Integrators, we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees are key factors in our company’s growth, market presence, and our ability to help our clients stay a step ahead of the competition. We ensure a bright future for Cognitus and its devoted team by employing adept individuals and fostering their professional and personal growth.

Cognitus seeks Senior SAP Service Delivery Manager to join our team in Aguadilla, Puerto Rico.

The Senior SAP Service Delivery Manager will be accountable for Application Support, Maintenance, Support & Projects for our SAP Managed Services customers and will lead the team of functional and technical SAP resources from multiple process areas. To be successful in this role, you should have demonstrated experience and success in the duties and responsibilities of this role.

Job Description – Duties and Responsibilities

Customer / Engagement Management

1. Own and drive customer satisfaction and service quality.
2. Develop customer relationships at multiple organizational levels.
3. Drive adherence to both Cognitus and client contracts, MSA’s, policies, and procedures.
4. Program manage delivery of all Cognitus Services and Projects active with Client.
5. Engage with all Cognitus Lines of Businesses (LOBs) (Application Management, Maintenance, Consulting, Innovation) active with client.
6. Conduct resource scheduling and coordination through the staffing process and align delivery mix per Contract.
7. Manage ticket systems, route and assign resources, and conduct operational meetings with the customer.
8. Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps.
9. Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.).
10. Review and approve monthly invoices and billing (time and expenses).
11. Identify and drive continuous improvement initiatives.
12. Lead monthly service reviews on account, financials, engagement, and resource status.
13. Conduct account planning and development, roadmaps, quarterly business reviews, and scorecards with Sales and Industry solution team. Provide internal KPIs on revenue retention and expansion.
14. Assist presales with contracts and SOW’s for assigned strategic accounts.
15. Follow up with team members and 3rd party support vendors as needed.

Service Delivery and Project Management Responsibilities:

1. Responsible for multiple managed services accounts and involve with training people and back-up plans.
2. Escalation management.
3. Program management and engage project management organization if needed for larger projects related to the client.
4. Engage as project manager for enhancements, small projects, and upgrades.
5. Ensure successful transition of work from the project team to the support resources and ensure success from stabilization to run post transition.
6. Implement governance, tracking, and reporting – to support operational aspects of project and programs.
7. Follow up with team members and 3rd party support vendors as needed.
8. Ensure Cognitus profitability on the account through adherence to project estimates, service quality, and assigned resource mix and utilization.
9. Evaluate, balance, and negotiate Cognitus and client priorities and adjust as needed.
10. Work on internal initiatives to contribute to managed services best practices and process standardization work.

Resource Management Responsibilities:

1. Develop and maintain resource plans, forecasts, and weekly adjustments.
2. Ensure resources are properly onboarded to the client and engagement to help mentor them to be successful.
3. Ensure team members are executing daily operations properly (e.g., updating and completing assigned work, tracking time and expenses, adhering to processes).
4. Interact professionally with all levels of employees.
5. Maintain a positive work environment through teamwork & conflict resolution.
6. Provide performance reviews, development plans, and challenging growth opportunities for team members based on account opportunities.

Requirements/Qualifications

1. 12+ years of IT experience.
2. 7+ years of SAP and/or ERP experience with support (client or supplier) experience.
3. 5+ years of AMS Service Delivery, Account Management, or Project Management experience.
4. Experience engaging with senior customer management.
5. Project scoping, estimating, and planning experience.
6. Software Development Lifecycle experience.
7. Cross-functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application.
8. Experience across multiple business functions.
9. Excellent written and verbal communication skills, including a demonstrated ability to effectively deliver information at the C-suite/VP level.
10. High on emotional intelligence, ability to collaborate with different client teams.
11. Great problem solver - problem identification and resolution by engaging different team members.
12. High energy and enthusiastic.
13. Experience working with SAP current technologies (S4HANA, Cloud) and partner products and able to learn new tools and software quickly.
14. Experience working with nearshore and onshore delivery teams.

Preferred

1. Experience and background in regulated industries and aerospace and defense.
2. ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher.
3. Robust understanding of key technology and market trends.
4. Experience with rollouts.

Education:

1. Bachelor's Degree or Master’s Degree in Computer Science, Information Systems, Project Management.
2. Bilingual.

Work Location:

Aguadilla, PR (Remote work based on approval)

Eligibility:

Must be authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.

About Cognitus

Cognitus is dedicated to the highest quality of sustainable products and services to empower our customers to control business success. Our passion and commitment to innovate and improve drives our sense of company pride and spirit. Our Global Delivery & Support Center (GDSC) is based in Dallas, TX.

Cognitus Consulting LLC. & Cognitus Digital LLC (the “Company”) is an equal opportunity employer and makes employment decisions based on merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.