Service Delivery Manager – Senior

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

📋 Description

• Oversee the provision of SAP AMS services, ensuring compliance with SLAs, KPIs, service quality, and customer satisfaction.

• Supervise the Incident, Problem, Change, Release, Service Request, and Knowledge Management processes.

• Lead global SAP support teams, both onsite and offshore, to ensure optimal resource utilization.

• Serve as the primary point of escalation for business stakeholders and executive leadership.

• Facilitate governance meetings, service reviews, and executive presentations regarding operational performance.

• Manage critical incidents (Major Incidents), perform root cause analyses (RCA), and implement problem-prevention strategies.

• Coordinate enhancement activities, releases, deployments, hypercare, and transitions to support.

• Collaborate with business, functional, technical, and infrastructure teams to guarantee effective service delivery.

• Identify and address risks, dependencies, and operational challenges while ensuring adherence to contractual obligations.

• Propel continuous improvement, automation, service transformation, and cost-optimization initiatives.

• Oversee resource planning, capacity management, budgeting, and vendor governance.

• Support SAP S/4HANA transformation programs, rollouts, and stabilization post-go-live.

• Ensure compliance with ITIL practices, security policies, audits, and operational governance.

• Execute other routine activities within the specified area.

⛳️ Requirements

• Significant experience in SAP service delivery management.

• Extensive experience with SAP Application Management Services (AMS).

• Proficient in SLA, KPI, and service governance management.

• Familiarity with ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management.

• Experience in managing global teams, both onsite and offshore.

• Proven track record in handling critical incidents, conducting root cause analysis (RCA), and driving continuous improvement.

• Knowledgeable in capacity planning, financial management, vendor management, and cost optimization.

• Experience with SAP S/4HANA transformation programs, rollouts, and post-go-live support.

• Understanding of compliance, audits, information security, and operational governance.

• Bachelor’s degree is required.

🏝️ Benefits

• Medical coverage for employees and their dependents with national coverage from Bradesco or Unimed.

• Dental coverage with nationwide availability.

• Meal or food voucher (employee’s preference).

• Childcare allowance.

• Life insurance for employees and their dependents.

• Gympass access for employees and their dependents.

• Employee Assistance Program (EAP) providing: Financial Assistance, Legal Assistance, Social Assistance, and Psychological Assistance (available 24/7).

• Discounts and special rates with universities (Mackenzie, SENAC, FIA, FIAP, and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, Indeed).

• Discounts on banking services and preferential rates with Itaú and Bradesco.

• Option for payroll-deductible loans, with repayments taken directly from salary.

• Reimbursement program for select external certifications.

• Training opportunities: the company offers an online and in-person training and development platform covering over 15,000 topics, including soft skills, technologies, and domains.

• Length-of-service awards: the company recognizes employees for their commitment and loyalty at milestones of 3, 5, and 10 years, and every 5 years thereafter.

• Employee referral bonus for successful new hires.

• Fit4life – a program promoting physical activity for employees, including online functional training sessions.

• Opportunities for international experience: based on skills and business requirements, you may qualify to apply for positions abroad (within and outside Latin America).

• And more.