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Position Description: This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time, permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position, however, only candidates selected for interviews will be contacted. No unsolicited agency referrals please. Your future duties and responsibilities: Service Delivery Manager (SAP Domain) - Job Description Responsibilities: Oversee end-to-end delivery of SAP services, ensuring high quality and client satisfaction. Act as the primary point of contact for SAP service-related issues and escalations. Manage SAP service delivery teams, providing leadership, coaching, and performance management. Develop and maintain strong relationships with clients, understanding their SAP needs and challenges. Monitor SAP service performance against SLAs, identifying and resolving any performance gaps. Coordinate SAP project implementations, upgrades, and migrations, ensuring on-time and within-budget delivery. Manage SAP service budgets, track expenses, and optimize costs. Implement and enforce ITIL-based service management processes for SAP services. Drive continuous improvement of SAP service delivery processes and methodologies, focusing on productivity enhancements. Ensure compliance with SAP security standards and regulations. Manage SAP change and problem management processes, minimizing disruption and ensuring root cause analysis and resolution. Develop and maintain SAP service documentation, including procedures, knowledge base articles, and service catalogs. Identify opportunities to expand SAP service offerings and generate new revenue streams. Collaborate with SAP vendors and partners to ensure seamless service delivery. Conduct regular service reviews with clients, discussing performance, issues, and future needs. Forecast resource requirements, service demand, and capacity planning to meet client commitments effectively. Lead SAP-related project management activities, including scoping, scheduling, risk management, and delivery tracking. Optimize resource allocation and utilization, ensuring balanced workloads and maximizing team productivity. Manage contract renewals and negotiations with clients and vendors, ensuring favorable terms and continuity of services. Experience on S/4HANA Conversion, New Implementation or Selective Data Conversion projects. Have a good understanding of RISE with SAP, BTP, services provided by major CSPs such as Google Cloud, Amazon Web Services (AWS) and Microsoft Azure. Basic understanding of SAP business processes (Lead to Cash, Source to Pay, Recruit to Retire, Design to Operate) and SAP solutions used in realizing these processes. experience of SAP applications such as S/4HANA, ECC, PI, EP, BW, BPC, SRM, MDM, HCM, Fiori, GRC etc. Develop and track key performance indicators (KPIs) and service metrics to measure delivery effectiveness, team utilization, and customer satisfaction. Facilitate cross-functional collaboration between SAP technical teams, business units, and other stakeholders to align service delivery with organizational goals. Drive problem management initiatives to proactively identify recurring issues and implement preventive measures to enhance service stability. Skills: Delivery Management English Project Management Telecommunications
