Job Description

Responsibilities

n

n
- n

A seasoned SAP program manager with 15+ years of experience in project / program management.

n
- n

Should have experience / expertise in at least one SAP functional or technical area with relevant SAP certification and should be well versed with SAP eco system and roadmap.

n
- n

Serve as the primary onsite point of contact for client stakeholders for SAP support services.

n
- n

Manage and govern daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.

n
- n

Ensure adherence to agreed SLAs and KPIs, track and report performance metrics.

n
- n

Coordinate between client teams, offshore delivery teams, and third-party vendors.

n
- n

Lead and participate in regular status meetings, governance reviews, and performance reporting.

n
- n

Escalate critical issues appropriately and ensure timely resolution.

n
- n

Maintain resource utilization and workload balancing across modules and support streams.

n
- n

Drive improvements in processes, documentation, and knowledge management.

n
- n

Support audits and compliance activities as per client and regulatory requirements.

n
- n

Manage team performance, mentoring, and knowledge transfer activities.

n
- n

Facilitate change management and release coordination for SAP landscapes.

n
- n

Innovation and Problem-Solving. Cultivate a culture of innovation and continuous improvement. Encourage creativity and out-of-the box thinking, identify and implement innovative solutions to address complex problems, driving value and organizational growth

n
- n

Connect with senior client business and IT stakeholders, demonstrating thought leadership in domain, process, and technology.

n
- n





Work with multiple stakeholders to drive new business opportunities within the existing account base as well as supporting new customer acquisition activities as assigned.

n
- n

Providing insights and guidance on how client can continue to improve and respond to the changing landscape.

n
- n

Enter a partnership arrangement with client aligned with their values and provide innovative solutions to focus on the end-goals of the enablement of process refinement, cost savings and automation.

n
- n

Evaluate enterprise-wide SAP application systems and develop detailed analysis reports and recommendations for business-critical systems.

n

n

Additional Responsibilities:

n

n
- n

Ability to lead and present proposals and solutions

n
- n

Should be based in Perth WA or willing to relocate to Perth WA

n
- n

Strong Client Facing experience, great communication and presentations skills

n
- n

Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability

n
- n

Ability to assess the current processes, identify improvement areas and suggest the technology solutions

n
- n

Awareness of latest technologies and Industry trends

n
- n

Experience in managing SAP upgrades, migrations, or patching in BAU environments.

n

n

Technical and Professional Requirements:

n

n
- n

Minimum 15+ years of experience in SAP with at least 5 years in a delivery or support management role.

n
- n

Proven track record in managing SAP support operations in an onsite-offshore model.

n
- n

Solid grasp of ITIL processes (Incident, Problem, Change Management).

n
- n

Solid stakeholder management, leadership, and communication skills.

n
- n

Experience working in multi-vendor and multi-geography delivery environments.

n
- n

PMP/ITIL certification is a plus.

n

n

Educational Requirements

n

n
- n

Bachelor’s degree in information technology, Engineering, or a related field; master’s degree preferred.

n
- n

SAP certifications are a plus.

n

📌 SAP Service Delivery Manager (Perth)
🏢 Infosys APAC
📍 Perth