Service Delivery Manager SAP S/4HANA

Project overview

As part of its information system transformation program and the implementation of SAP S/4HANA, our client, a player in the defense sector, wishes to strengthen its teams with an experienced Service Delivery Manager.

The candidate will work in a complex and demanding project environment, involving several technical and functional teams, various business stakeholders, as well as partners and integrators.

They will be responsible for operational service management, coordination of contributors, monitoring of commitments, and quality of deliverables, while ensuring smooth communication between the different stakeholders.

Service Delivery Management

Jira Activity Management and Monitoring

Governance and Reporting

Coordination for SAP S/4HANA Deployment

Candidate profile

Education and experience

Technical and methodological skills

Behavioral skills

Work environment

• Context of the mission
• Main missions
• Ensure operational management of activities related to the SAP S/4HANA program.
• Guarantee compliance with commitments regarding quality, costs, deadlines, and service levels.
• Supervise the activities of project, technical, and functional teams.
• Coordinate various internal and external contributors, particularly integrators.
• Identify risks, anticipate blocking points, and manage associated action plans.
• Ensure the management and monitoring of activities via Jira.
• Structure and track tickets, requests, incidents, bugs, and actions.
• Implement and monitor processing workflows.
• Track backlogs, priorities, dependencies, and deadlines.
• Produce dashboards and performance indicators.
• Ensure traceability of actions and reporting to governance bodies.
• Prepare and lead operational and steering committees.
• Consolidate performance indicators and dashboards.
• Ensure regular reporting to management and stakeholders.
• Ensure proper application of service management processes (ITIL).
• Oversee continuous improvement plans.
• Support the different project phases: design, development, testing, deployment, and stabilization.
• Coordinate the teams involved in migration and integration activities.
• Supervise the monitoring of bugs and corrective actions.
• Contribute to the preparation of Go/No Go and the management of the hypercare period.
• Facilitate coordination between SAP, infrastructure, security, and business teams.
• Expected deliverables
• Jira activity monitoring dashboards.
• Periodic Service Delivery reporting.
• Action plans and risk monitoring.
• Minutes of operational committee meetings.
• Service quality and performance indicators.
• Monitoring of bugs, incidents, and requests.
• Stabilization and transition to RUN plans.
• Candidate profile
• Higher education in IT, information systems, or project management.
• Significant experience (5 to 10 years) in Service Delivery Management or IT project management.
• Experience in ERP transformation programs, ideally SAP S/4HANA, is highly desirable.
• Experience in a complex or highly regulated environment is appreciated.
• Proficiency in Jira and its management and reporting features.
• Good knowledge of SAP environments, ideally SAP S/4HANA.
• Mastery of ITIL processes: Incident, Problem, Change, and Service Request Management.
• Mastery of reporting and activity monitoring tools.
• Knowledge of Agile and V-cycle methodologies.
• Excellent interpersonal and communication skills.
• Leadership and ability to unite multidisciplinary teams.
• Rigor, organization, and synthesis skills.
• Ability to manage priorities and complex situations.
• Autonomy and results orientation.
• Excellent writing and reporting skills.
• Work environment
• ERP: SAP S/4HANA.
• Management tool: Jira.
• Methodologies: Agile / V-cycle.
• Framework: ITIL.
• Environment: Defense sector, with high requirements for confidentiality, security, and traceability.

Project details

• Start: ASAP
• Duration: 3 ans
• Remote: hybrid
• Location: Hauts-de-Seine, France, FR
• Rate: 69-81 EUR/h
• Languages: French