Role: SAP Service Delivery Manager
Technology: SAP S/4 Fashion
Location: Germany
Region: Herzogenaurach/Erlangen


Job Description

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys, we assure that your career will never stand still, we will inspire you to build what’s next and we will navigate further together. Our journey of learnability, values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.

Your Role

We are seeking a SAP S/4HANA / ECC Service Manager to own end to end service delivery for SAP applications in a production (AMS / Run / DevOps) environment. This onsite role serves as the single point of accountability for SAP service stability, SLA adherence, stakeholder satisfaction, and continuous improvement across SAP ECC and S/4HANA landscapes.
The role demands strong SAP functional expertise, disciplined service management practices, proven leadership capabilities, and a high level of client facing maturity to effectively manage stakeholders and drive operational excellence.


Key Responsibilities:

Service Delivery & Operations
• Own end to end service delivery for SAP ECC and S/4HANA landscapes (Run / AMS).
• Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
• Drive incident, problem, change, and release management in line with ITIL standards.
• Act as escalation manager for P1/P2 incidents, ensuring rapid resolution and root cause analysis (RCA).
• Proactively monitor system health and service performance.
• Apply ITIL best practices across SAP support operations.
• RFP
Stakeholder & Client Management
• Serve as the primary onsite interface between the client (IT, Platform Engineering, Business) and offshore/onshore delivery teams.
• Lead service review meetings, operational governance calls, and leadership updates.
• Manage client expectations and build trust through transparency and predictable delivery.
• Handle escalations with senior client stakeholders and internal leadership.
Governance & Reporting
• Prepare and present weekly/monthly/Quarterly service reports, including SLA metrics, trends, risks, and improvement plans.
• Ensure audit readiness, compliance, and documentation accuracy.
• Drive corrective actions and follow through on agreed improvement items.
Team & Delivery Management
• Coordinate with functional, technical, and basis teams across onshore and offshore models.
• Ensure resource readiness, skill coverage, knowledge continuity, and backup planning.
• Coach teams on service discipline, quality, and process adherence.
• Identify skill gaps and drive training, upskilling, or staffing actions.
Continuous Improvement & Transformation
• Identify opportunities to improve stability, automation, monitoring, and cost efficiency.
• Support S/4HANA transformation, brownfield/greenfield coexistence, and innovation initiatives.
• Collaborate with architecture, integration, and platform teams for long term roadmap alignment.
RFP
• Contribute to SAP AMS / Run RFP responses
• Define service delivery model, SLAs, governance, and resourcing
• Support scope clarification, estimations, risks, and assumptions
SOW
• Review and shape SAP AMS / DevOps SOWs
• Ensure clear scope, RACI, SLAs, governance, and change mechanism
• Ensure alignment between contractual commitments and delivery capability
Transition (Projects → Operations)
• Lead transition from Project/Build to Run (AMS)
• Ensure knowledge transfer, documentation, and readiness sign off
• Stabilize operations post go live and ensure SLA compliance


Required Skills & Experience:

SAP Skills
• Strong hands on or lead level understanding of:
o SAP S/4HANA and/or SAP ECC
o Core modules (FI, CO, MM, SD, ABAP– depending on landscape)
o SAP Basis awareness (interfaces, transports, performance, jobs)
o SAP MDG, BTP and FIORI awareness
• Experience in AMS / Run / Support environments is mandatory.
Service Management & Process
• Deep understanding of ITIL processes (Incident, Problem, Change, Release).
• Proven experience in SLA-driven service delivery.
• Experience in multi vendor and global delivery models.
Leadership & Communication
• Excellent onsite client facing communication and presentation skills.
• Strong leadership, conflict resolution, and decision making abilities.
• Ability to handle pressure situations and senior level escalations calmly.

Qualifications:

• Bachelor’s degree in Engineering, Computer Science, or related field.
• ITIL certification preferred.
• SAP certification(s) in S/4HANA/ECC modules is a plus.
• 10–15+ years of overall IT experience with 5+ years in SAP service management roles.
Nice to Have
• Experience with DevOps, SAP Cloud ALM, Solution Manager, or automation tools.
• Exposure to AI/Automation in SAP operations.
• Prior experience working onsite in European/global enterprise environments.
• Knowledge of compliance, security, and audit requirements.
Success Indicators
• Stable SAP landscape with improved SLA performance.
• Reduced incidents and faster resolution times.
• Positive service review feedback from client stakeholders.
• Clear governance, predictable delivery, and continuous improvement mindset.


Overview

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employee