Director – SAP S/4 Service Delivery

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee comprehensive SAP S/4HANA production support and service delivery across all regions.

• Ensure high levels of system availability, performance, and reliability in line with business SLAs.

• Lead the processes for incident, problem, and change management to reduce business interruptions.

• Establish and maintain a 24x7 global support model with well-defined escalation paths.

• Ensure effective hypercare, release management, and transport governance processes are in place.

• Implement risk mitigation strategies for production releases.

• Manage disaster recovery and business continuity plans for SAP systems.

• Oversee global Application Management Services (AMS) partners and vendors.

• Define and enforce SLAs, KPIs, and operational metrics.

• Enhance vendor performance through governance frameworks and regular assessments.

• Collaborate closely with business leaders, IT executives, and functional teams to align priorities.

• Serve as the primary point of accountability for SAP production support.

• Communicate system performance, risks, and enhancements to executive stakeholders.

• Promote automation, AI/ML-based monitoring, and proactive issue resolution.

• Build and lead a high-performing global SAP support organization.

⛳️ Requirements

• Bachelor’s Degree or higher.

• Over 15 years of experience in IT Service Delivery or Technology Delivery.

• More than 12 years of experience in SAP Implementations or SAP Service Delivery.

• At least 5 years of experience managing large SAP Service Delivery operations.

• A minimum of 5 years managing large global teams consisting of 50 or more individuals.

• Over 5 years of experience in the Manufacturing Industry.

• At least 3 years of experience in the Healthcare or Medtech Industry.

• Proficient in Service Delivery, IT Operations, and Business Stakeholder Management.

🏝️ Benefits

• Medical.

• Dental & Vision.

• Health Savings Accounts.

• Health Care & Dependent Care Flexible Spending Accounts.

• Disability Benefits.

• Life Insurance.

• Voluntary Benefits.

• Paid Absences.

• Retirement Benefits.