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Service Delivery Manager (SAP) - Sênior in Brazil, Indiana at Jobgether

NewJob Function: Customer Service
Jobgether
Brazil, Indiana, 47834, United States
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Job Description

Service Delivery Manager (SAP) - Snior

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Service Delivery Manager (SAP) - Sênior based in Brazil.

Join a global technology environment where you will lead SAP service delivery operations, ensuring reliability, performance, and continuous improvement across enterprise systems. In this role, you will manage Application Management Services (AMS), coordinate support teams, and act as a strategic partner for business and technology stakeholders. You will be responsible for service governance, SLA management, operational excellence, and supporting SAP transformation initiatives, including S/4HANA programs. This opportunity is ideal for experienced professionals who combine strong SAP expertise, leadership skills, and a customer-focused mindset to drive high-impact outcomes.

Accountabilities:
  • Lead SAP Application Management Services (AMS) delivery, ensuring compliance with SLAs, KPIs, service quality standards, and customer satisfaction objectives.
  • Manage ITIL-based service processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management.
  • Coordinate global SAP support teams across onsite and offshore environments, ensuring effective resource allocation and operational efficiency.
  • Act as the main escalation point for business stakeholders, leadership teams, and critical operational matters.
  • Conduct governance meetings, service reviews, and executive presentations related to service performance and operational results.
  • Manage critical incidents, perform root cause analysis (RCA), and implement preventive actions to improve service stability.
  • Coordinate enhancements, releases, deployments, hypercare activities, and transitions into support operations.
  • Collaborate with business, functional, technical, and infrastructure teams to ensure effective service delivery.
  • Identify and mitigate operational risks, dependencies, and service issues while maintaining contractual compliance.
  • Drive continuous improvement initiatives, automation opportunities, service transformation, and cost optimization efforts.
  • Manage capacity planning, resource allocation, financial aspects, and vendor governance.
  • Support SAP S/4HANA transformation programs, rollouts, and post-go-live stabilization activities.
  • Ensure compliance with ITIL practices, security policies, audit requirements, and operational governance standards.
Requirements
  • Strong experience managing SAP service delivery operations.
  • Solid experience with SAP Application Management Services (AMS).
  • Proven knowledge of SLA, KPI management, service governance, and operational performance management.
  • Experience with ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management.
  • Experience managing global support teams in onsite and offshore models.
  • Background in critical incident management, root cause analysis, and continuous improvement initiatives.
  • Experience with capacity planning, financial management, vendor coordination, and cost optimization.
  • Experience supporting SAP S/4HANA transformation programs, rollouts, and post-go-live operations.
  • Knowledge of compliance, information security, audits, and operational governance practices.
  • Bachelor's degree or equivalent higher education qualification required.
  • Advanced English proficiency for professional communication and interviews.
  • Strong leadership, communication, stakeholder management, and problem-solving skills.
Benefits
  • National healthcare coverage for employees and dependents through Bradesco or Unimed.
  • National dental insurance coverage.
  • Meal or food allowance (employee choice).
  • Childcare assistance.
  • Life insurance for employees and dependents.
  • Gympass membership for employees and dependents.
  • Employee Assistance Program (EAP) including financial, legal, social, and psychological support available 24/7.
  • Discounts and special rates with universities and language schools.
  • Banking benefits with preferential rates and services.
  • Payroll-deducted loan options.
  • Reimbursement program for selected external certifications.
  • Access to training and development platforms covering technical skills, soft skills, and professional growth topics.
  • Long-term employment recognition awards.
  • Employee referral bonus program.
  • Wellness initiatives focused on physical activity and healthy habits.
  • International career opportunities depending on experience and business needs.
  • CLT employment model with indefinite contract.
  • Fully remote work opportunity available for candidates across Brazil.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Job Location

Brazil, Indiana, 47834, United States

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