SAP Service Delivery Manager

Syskoplan Reply is a part of the Reply Network, focused on delivering transformative projects to our clients leveraging SAP solutions. Syskoplan Reply is an SAP Gold partner and has recognized expertise executing global projects in various industries and a wide range of competencies including business process consulting, customer experience, intelligent automation, ERP and more. 

At Syskoplan Reply, we are seeking an SAP Service Delivery Manager who has experience working hands-on in SAP Support. You are a hands-on, roll-up your sleeves individual that has an in-depth, functional knowledge of SAP, client-centric in thinking and approach, analytically skilled, detailed oriented, quality minded and an excellent communicator within all levels of the organization. 

• Oversee the delivery of SAP support services, ensuring alignment with client expectations and service level agreements (SLAs)
• Manage a team of SAP support specialists, providing guidance and ensuring quality delivery on an ongoing basis
• Coordinate with clients to understand their SAP system requirements and address issues promptly
• Develop and implement processes to improve the efficiency and quality of SAP support services
• Monitor and report on service delivery performance metrics (KPIs) and client satisfaction
• Collaborate with cross-functional teams to facilitate the resolution of tickets and incidents, and delivery of SAP system upgrades, enhancements, and small projects
• Ensure compliance with industry standards and best practices in service delivery
• Handle escalations and provide resolutions for complex SAP support issues

• Bachelor’s degree in Information Technology, Business Administration, or a related field
• Minimum 5 years of experience in SAP support service delivery or management roles
• Strong understanding of SAP systems, including SAP S/4HANA and related modules
• Proven experience in managing support teams and delivering high-quality support services
• Excellent problem-solving and decision-making skills
• Strong communication and interpersonal skills for effective client and team interactions
• Ability to manage multiple priorities and deliver results in a fast-paced environment

• Functional or technical background in one or more SAP workstreams with SAP certification in relevant modules
• Experience with ITIL or other service management frameworks
• Knowledge of cloud-based SAP solutions
• Proven track record in improving service delivery processes
• Experience in project management or leadership roles
• Previous customer-facing consulting experience

About Reply 

Reply specializes in the design and implementation of solutions based on new communication channels and digital media. Reply is a network of highly specialized companies supporting global industrial groups operating in the telecom and media, industry and services, banking, insurance and public administration sectors in the definition and development of business models enabled for the new paradigms of AI, cloud computing, digital media and the Internet of Things. Reply services include Consulting, System Integration and Digital Services. www.reply.com 

Reply is an equal opportunity employer. We are committed to provide equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. If you need assistance and reasonable accommodation due to a disability during the application or the recruiting process, email us at [email protected]. Visit our website at www.reply.com to learn more about our open roles.