Delivery Manager - SAP

About Company:

GSPANN is a US California Bay Area-based consulting services provider focused on implementations in Enterprise Content Management, Business Intelligence & Mobile Solution initiatives. More than 90% of our current clientele are FORTUNE 1000 organizations. We specialize in strategy, architecture, delivery and support of solutions in the ECM, BI and Mobility space

Position: Delivery Manager - SAP

Experience:

Job location:

Skills:

We are seeking an experienced SAP Program Manager to lead a multi-module SAP project. The ideal candidate will have strong delivery management experience, excellent client-facing skills, and a proven ability to lead cross-functional SAP teams in a dynamic, high-paced environment.

Key Responsibilities:

• Act as the single point of contact for the SAP Support program across modules.
• Own overall SAP service delivery across all functional and technical modules, ensuring consistent performance and adherence to contractual SLAs and KPIs.
• Lead a cross-functional team of SAP consultants, support analysts, and technical leads to deliver high-quality support and enhancements.
• Ensure efficient incident lifecycle management including incident logging, prioritization, root cause analysis, and resolution, with proactive monitoring and trend analysis.
• Drive Change Request (CR) governance scoping, effort estimation, cost approvals, implementation planning, and sign-offs.
• Collaborate with the SAP Basis and Infrastructure teams to coordinate system refreshes, patch updates, user access controls, and landscape optimizations.
• Coordinate integration points between SAP and third-party systems (e.g., SuccessFactors, Ariba, non-SAP apps), ensuring seamless data flow and process alignment.
• Define and enforce SOPs, escalation matrices, and communication protocols for critical issues and high-priority incidents.
• Lead the end-to-end delivery of support services (L1, L2, L3), ensuring SLA adherence and ticket resolution within committed timelines.
• Coordinate with onshore and offshore teams to ensure 24x7 support coverage and smooth handovers.
• Drive incident, problem, change, and release management processes.
• Establish and monitor KPIs, SLAs, and operational dashboards for continuous service improvement.
• Conduct regular service review meetings with business stakeholders and ensure customer satisfaction.
• Provide governance on SAP Change Requests and enhancements pipeline.
• Prepare and present weekly/monthly status reports and executive summaries.

Mandatory Skills & Qualifications:

• Proven experience managing large-scale SAP AMS (Application Management Services) engagements.
• Strong understanding of SAP ECC.
• Prior experience in handling SAP Support Project is a must.
• Excellent communication, stakeholder management, and escalation handling skills.
• Proficient in tools like ServiceNow, Solution Manager, or equivalent ticketing systems.
• Experience in hybrid delivery models (onshore/offshore).