Service Delivery Excellence Consultant

WHAT YOULL BUILD

You will play a key role in optimizing SAP s outsourced IT ecosystem within a collaborative, fast-paced environment. Acting as a strategic link between SAP and its external partners, you ll ensure strong governance, compliance, and performance. This role calls for a proactive, analytical, and relationship-oriented professional with proven expertise in stakeholder management, continuous improvement, and leveraging technology to drive innovation.

Stakeholder Engagement & Relationship Management

• • Serve as a trusted advisor to internal teams and external partners
  • Foster strong relationships by aligning goals and managing expectations
  • Ensure outsourcing strategies align with overall business objectives
  • Conduct partner site visits to evaluate performance and deepen collaboration
  • Identify gaps and adjust priorities in response to evolving internal needs

Governance & Compliance

• • Design and maintain governance processes and templates aligned with ITIL standards
  • Advance governance maturity through simplification, tool adoption, and compliance
  • Handle partner escalations to ensure timely and effective issue resolution
  • Oversee contract performance, SLAs, KPIs, financials and manage scope adjustments

Innovation & Automation

• • Identify and develop GenAI use cases
  • Promote adoption of SAP s emerging technologies
  • Lead Improvements and top-down initiatives

Collaboration

• • Drive active collaboration across multiple partner s teams in best interest of SA

WHAT YOU BRING

• 3 - 5 years of experience in senior stakeholder management
• 3+ years applying and implementing the ITIL framework
• 3+ years working with ticketing tools, SLA/KPI dashboards and reporting
• 3+ years of hands-on SAP product expertise (consulting and support)
• Strong analytical skills, identify trends, and recommend measures
• Influences without formal authority; fosters alignment across teams
• Strong interpersonal skills with polished, impactful communication
• International experience (Germany, USA)
• Designs and implements scalable dashboard solutions
• Skilled in conflict resolution and de-escalation techniques
• Committed to ethics, trust, confidentiality, and sound judgment
• Distinctive personality: extroverted, bold, proactive, and content-focused
• Academic background: MBA or Engineerin