Job
- Level
- Senior
- Job Field
- BI, Project
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Erlangen
- Working Model
- Onsite
Job Summary
In this role, you will be responsible for end-to-end service delivery of SAP S/4HANA and ECC. You will lead incident and change management, monitor system performance, and coordinate communication between onsite and offshore teams.
Job Technologies
Your role in the team
- 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.
- 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.
- Serve as the primary onsite interface between the client (IT, Platform Engineering, Business) and offshore/onshore delivery teams.
- Leads 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.
- 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.
- Coordinate with functional, technical, and basis teams across onshore and offshore models.
- Ensure resource readiness, skill coverage, knowledge continuity, and backup planning.
- Coachen Sie Teams in Service-Disziplin, Qualität und Einhaltung von Prozessen.
- Identify skill gaps and drive training, upskilling, or staffing actions.
- 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.
- Contribute to SAP AMS / Run RFP responses
- Define service delivery model, SLAs, governance, and resourcing
- Support scope clarification, estimations, risks, and assumptions
- Review and shape SAP AMS / DevOps SOWs
- Ensure clear scope, RACI, SLAs, governance, and change mechanism
- Ensure alignment between contractual commitments and delivery capability
- 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
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Our expectations of you
Education
- Bachelor's degree in Engineering, Computer Science, or related field.
Qualifications
- Strong hands-on or lead level understanding of:
- SAP S/4HANA and/or SAP ECC
- Core modules (FI, CO, MM, SD, ABAP - depending on landscape)
- SAP Basis awareness (interfaces, transports, performance, jobs)
- SAP MDG, BTP and FIORI awareness
- Deep understanding of ITIL processes (Incident, Problem, Change, Release).
- 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.
- ITIL certification preferred.
- SAP certification(s) in S/4HANA/ECC modules is a plus.
Experience
- Experience in AMS / Run / Support environments is mandatory.
- Proven experience in SLA-driven service delivery.
- Experience in multi-vendor and global delivery models.
- 10-15+ Jahre gesamt IT-Erfahrung mit mehr als 5 Jahren in SAP Service Management Rollen.
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What we offer
- 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.
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Topics that you deal with on the job
Job Locations
This is your employer
Infosys Consulting
Infosys Consulting is a management consulting and IT consulting practice within the larger Infosys organization, specializing in strategy, IT transformation, change management and business analytics.
Description
- Company Type
- Established Company
- Working Model
- Hybrid, Onsite
- Industry
- Consulting, Internet, IT, Telecommunication
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Senior Project Manager - SAP S/4 Fashion
- Location
- Erlangen
- Working Model
- Onsite
- Diversity
- Open for all genders
- English Only
- English only required
