Job Description

The Service Delivery Lead will lead the SAP Center of Excellence (CoE) for S/4HANA Run operations. This role is responsible for ensuring seamless delivery of SAP services, driving operational excellence, and aligning SAP solutions with business objectives. The Delivery Lead will oversee governance, service management, and continuous improvement initiatives across the SAP landscape.

Goal of function:

The role will require to collaborate with business leaders, IT executives, and SAP architects to define service roadmaps. Manage SAP service performance metrics, SLAs, and continuous improvement initiatives. Oversee incident, problem, and change management processes.

Tasks

This is a foundational leadership role that will shape how SAP capabilities are delivered globally at FME. The role will enable business agility, operational excellence, regulatory compliance, and long-term digital transformation through GBS, supporting both MedTech (manufacturing) and Care Delivery (clinical operations) landscapes within FME.

Key Responsibilities

1. Strategic Leadership

Define and execute the SAP CoE vision and roadmap for S/4HANA Run. Align SAP service delivery with enterprise IT strategy and business goals. Act as the primary liaison between business stakeholders, IT leadership, and SAP delivery teams.

2. Service Delivery Management

Establish and manage SLAs, KPIs, and performance metrics for SAP services. Ensure high availability, reliability, and scalability of SAP S/4HANA systems. Oversee incident, problem, and change management processes.

3.Governance & Compliance

Implement governance frameworks for SAP operations, ensuring adherence to ITIL, ISO, and audit standards. Ensure compliance with data security, privacy, and regulatory requirements. Drive risk management and disaster recovery planning.

4. Operational Excellence

Lead continuous improvement initiatives to optimize SAP operations. Introduce automation, monitoring, and proactive maintenance practices. Benchmark service delivery against industry best practices.

5. Stakeholder Engagement

Build strong relationships with business units, ensuring SAP services meet evolving needs. Communicate performance, risks, and opportunities to executive leadership. Manage vendor and partner relationships (SAP, managed services providers, system integrators).

6. Team Leadership

Lead and mentor SAP CoE teams (Basis, Functional, Technical, Security). Foster a culture of accountability, innovation, and collaboration. Develop talent pipelines and succession planning for critical SAP roles.

7.COE Capability Building

Build and mature SAP Run capabilities within the COE. Develop talent, succession planning, and knowledge depth across functional and technical domains. Contribute to COE roadmap and operating model evolution.

Stakeholder Engagement

Global Business Services Leadership Global ITS Organization SAP System Integrator(s) Business Process Owners & Operations Leaders Finance, HR, Procurement, Supply Chain Leadership External SAP and Technology Partners

Qualifications, experience, know-how and skills critical for success

Bachelor's degree in computer science, Information Technology/Business Information Systems/Information Security or related is required. o Master's degree in business administration, Computer Science or related field is preferred. SAP certifications in service management or architecture are a plus. 10+ years of experience in SAP service delivery or IT leadership roles. Proven track record in managing large-scale SAP programs and support operations. Strong understanding of SAP technologies including S/4HANA, SAP BTP, and cloud platforms. Experience with ITIL, service management frameworks, and enterprise governance. Exceptional leadership, communication, and stakeholder engagement skills. Experience operating within

GBS / Shared Services / COE models

Prior experience managing

global, distributed teams

Important personal qualities:

Strong ownership mindset

- accountable for outcomes, not just activities

Calm under pressure

- decisive in crisis situations

Strategic yet operational

- able to think long-term while managing day-to-day execution

C

ol

lab

orative

leader

- builds trust across business, IT, and vendors

Continuous improvement mindset

- data-driven, automation-first

IT skills

Strategic Planning; Stakeholder Management; Change Leadership; Business Continuity & Disaster Recovery Planning; Vendor & Contract Management; Service Delivery Management; IT Service Management (ITSM); Service Level Management (SLM); Incident Management; Continuous Improvement; Service Quality Management; Risk & Compliance Management; SAP ecosystem understanding; SAP Operations Tools management; ITIL processes knowledge; SAP-on-cloud architecture knowledge; Infrastructure and Platform as a service management

Core SAP & Technical Skills

Strong expertise in SAP S/4HANA Run Operations Solid understanding of: + SAP Finance (FI/CO)
+ SAP Logistics (MM, SD, PP, WM/EWM)
+ SAP Basis & Technical Operations
+ SAP Fiori, Authorizations, Interfaces
Familiarity with SAP Solution Manager, Focused Run, ChaRM Understanding of SAP integrations (CPI, PI/PO, third-party systems)

Service Management & Governance

Deep knowledge of ITIL / ITSM frameworks Experience with multi-vendor AMS governance Strong service transition and stabilization experience

Leadership & Stakeholder Management

Executive-level communication and influence Strong escalation and conflict resolution capability Ability to balance business urgency with operational discipline

SAP Products

SAP S/4HANA SAP BW/4HANA / SAC SAP Solution Manager / Focused Run SAP Fiori & UI5 SAP CPI / PI-PO

Supporting Platforms

ITSM tools (ServiceNow preferred) Monitoring tools (SAP ALM, APM, AIOps) * Cloud platforms (AWS / Azure / GCP - SAP workloads)