Re-advert - SAP Operations Manager - Service Delivery

Gijima; Gauteng; Hybrid; ZAR 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Remote work flexibility

Medical aid

Pension fund

Performance bonus

Job summary

Gijima seeks an experienced SAP Operations and Service Delivery Manager to lead end-to-end SAP landscapes, focusing on S/4HANA and cloud delivery models. You will manage SAP consultants across modules, ensuring high availability and alignment with business objectives.

The role requires strong leadership, business acumen, and ability to engage with C-level stakeholders while driving service improvements across on-prem, private-cloud, and public-cloud environments.

Qualifications

• 10+ years of progressive SAP experience including SAP operations and service delivery management.
• Experience managing SAP landscapes across on-prem, cloud, and hybrid.
• Strong leadership, coaching, and stakeholder engagement capabilities.

Responsibilities

• Oversee day-to-day SAP S/4HANA operations across multiple customers.
• Own service-delivery lifecycle including SLAs, KPIs, and CSAT metrics.
• Lead teams of SAP consultants and manage incident/change processes per ITIL.

Skills

SAP S/4HANA

People management

ITIL familiarity

Stakeholder management

Cloud/hybrid SAP

Education

Bachelor’s or Master’s degree in CS/IT/Business

Tools

SAP Solution Manager

SAP Cloud ALM

Remedy

Job description

SAP Operations Manager – Service Delivery (SAP Team Management role)

Department

IF YOU DO NOT HAVE COMPREHENSIVE SAP FUNCTIONAL AND TECHNICAL KNOWLEDGE, PLEASE DO NOT APPLY.

Location

Gauteng – hybrid (work-from-home with on-site visits per client and management requirements from time to time)

Employment Type

Full-time - Permanent or fixed term contractor on fixed monthly salary (Kindly note contractors are paid directly via Gijima's payroll and not through any third party/own company). This role is for a long-term engagement.

JOB SUMMARY

We are seeking a highly experienced, multi-skilled SAP Operations and Service Delivery Manager to lead the end-to-end operations of our customers’ SAP landscapes -- with a strong focus on SAP S/4HANA and cloud delivery models such as Private and Public Cloud -- and the teams that support them. This strategic role combines comprehensive SAP functional and technical knowledge with strong business acumen and service-delivery leadership. The successful candidate will ensure the high availability, performance, and continuous improvement of SAP systems, measured against agreed service levels, while aligning IT operations with business objectives.

You will directly manage SAP consultants across all modules and take ownership of service levels, incident resolution, change management, projects, and stakeholder relationships across the organisation and its customers.

This is a people-centred leadership role that calls for strong expertise in team management, employee development, stakeholder engagement, performance management, conflict resolution, coaching, and change leadership. The ideal candidate has a proven ability to build high-performing teams, foster a positive workplace culture, drive employee engagement, and align team objectives with organisational goals to achieve business success.

KEY RESPONSIBILITIES

SAP Operations & Technical Management

• Oversee the day-to-day operations, maintenance, monitoring, and optimisation of SAP S/4HANA landscapes (and legacy SAP ECC where applicable) and all related modules for a range of customers across multiple industries and solutions.
• Manage operations across on-premise, private-cloud, public-cloud, and hybrid environments, including with SAP engagements.
• Leverage SAP Cloud ALM, SAP Solution Manager and Remedy for monitoring, alerting, and continuous performance optimisation.
• Manage the analysis and investigation of complex requirements through to resolution.

Service Delivery Management

• Own the full service-delivery lifecycle and be accountable for meeting agreed service targets -- including system availability (e.g. 99.5%+), SLA compliance, mean-time-to-resolve, and customer-satisfaction (CSAT) metrics.
• Define, monitor, and report on SLAs and KPIs, and drive measurable improvement against them.
• Manage incident, problem, change, and request management processes in line with ITIL best practice.
• Ensure appropriate support coverage for AMS engagements, including out-of-hours, on-call, where contractually required.
• Act as the primary escalation point for business stakeholders and clients.
• Drive continuous service-improvement initiatives and conduct regular service-review meetings.
• Manage relationships with SAP Application Management Services (AMS) clients and internal support teams.

Business Alignment & Strategy

• Work with the SAP team to translate business requirements into best-practice SAP solutions and drive process optimisation.
• Collaborate with business units to identify opportunities for SAP-driven digital transformation.
• Develop and execute the SAP operations roadmap in alignment with organisational and customer goals.
• Manage SAP project portfolios, budgets, resources, and timelines.

Team & Stakeholder Leadership

• Lead, mentor, and develop a team of SAP functional, technical, and operations specialists.
• Foster strong cross-functional collaboration with all stakeholders, including business leaders, project teams, and external partners.
• Ensure knowledge transfer, documentation, and best practices are maintained.

REQUIRED QUALIFICATIONS & EXPERIENCE

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Business Administration, or a related field.
• 10+ years of progressive SAP experience, including at least 5 years in a managerial or leadership role focused on SAP operations, service delivery, and people management.
• Proven track record of managing SAP landscapes and business processes in complex, multi-system environments (on-premise, cloud, or hybrid).
• Strong, hands-on experience with SAP S/4HANA operations, migration, and/or implementation (core requirement).
• Experience operating SAP in cloud and hybrid environments, with exposure to Private and Public Cloud with SAP.
• Solid understanding of the ITIL framework and service-management best practices.
• Demonstrated business skills, with the ability to engage C-level stakeholders and align technology with business strategy.

ESSENTIAL SKILLS & COMPETENCIES

SAP & Technical Expertise

• Comprehensive understanding of all SAP modules and their integration.
• Business acumen to interpret industry-specific processes and translate them into SAP solutions.
• Expert knowledge of Microsoft products, including the full Microsoft Teams feature set, PowerPoint, and Excel.

Service Delivery Excellence

• Proven ability to manage SLAs, service reporting, and customer-satisfaction metrics.
• Experience leading projects and engaging with customers and third-party vendors.

Leadership & People Management

• Resource, capacity, and strategic workforce planning.
• Delivery management and IT performance management.
• Digital-transformation leadership and change leadership.
• Coaching, mentoring, delegation, and empowerment.
• Talent identification, succession planning, and building high-performing teams.
• Motivating and inspiring teams towards shared goals.

Communication & Stakeholder Engagement

• Effective verbal and written communication, and active listening.
• Stakeholder engagement and vendor management.
• Presentation and facilitation skills.
• Providing constructive feedback and communicating transparently.
• Cross-functional collaboration.

Relationship & Talent Management

• Building trust and credibility; relationship building and networking.
• Conflict resolution and mediation; emotional intelligence.
• Assist with interviewing process.
• Skills assessment, career development, and retention strategies.

Performance Management

• Goal setting and alignment.
• KPI and performance monitoring.
• Performance reviews and appraisals.
• Continuous improvement and productivity enhancement.
• Accountability management.

Decision-Making, Analytical & Problem-Solving

• Strong troubleshooting, risk management, and decision-making abilities.
• Strategic and critical thinking.
• Decision-making under pressure and risk assessment.

Diversity, Inclusion & People Management

• Diversity, equity, and inclusion (DEI) and inclusive leadership.
• Cultural awareness and managing diverse teams.
• Fostering belonging and collaboration.

CERTIFICATIONS (PREFERRED)

• ITIL Foundation or Intermediate.
• PMP or an equivalent project-management certification.

KINDLY NOTE

Only shortlisted candidates will be contacted/No agents.