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Company Name: - JTSi (Johnson Technology Systems, Inc.)
Title: SAP DELIVERY LEAD
Location: Remote
Salary : $175K
Position Summary
The SAP Delivery Lead is responsible for the day-to-day coordination and delivery of SAP managed services for assigned customer accounts. Reporting to the Delivery Director, this role works closely with SAP technical teams, service management, cloud/infrastructure teams, and customer stakeholders to help ensure stable operations, timely issue resolution, and achievement of agreed service levels.
The successful candidate combines practical SAP operations knowledge with strong service-delivery coordination, customer communication, and ITIL-based service-management skills. This is a hands-on management role with responsibility for delivery planning, operational reporting, risk and issue management, and continual service improvement.
Key Responsibilities
• Coordinate day-to-day delivery of SAP Cloud Managed Services for assigned customer accounts, including operational planning, service reviews, action tracking, and follow-through.
• Monitor performance against agreed SLAs, KPIs, service commitments, and customer expectations; identify delivery risks and work with teams to develop corrective actions.
• Partner with SAP Basis, HANA, S/4HANA, application support, cloud/infrastructure, and service-management teams to maintain service stability and resolve operational issues.
• Serve as a primary delivery contact for customer operational stakeholders, providing clear updates on service performance, incidents, risks, planned changes, and improvement activities.
• Coordinate major incidents and escalations by ensuring the right technical resources are engaged, customer communications are timely, actions are tracked, and post-incident follow-up is completed.
• Support ITIL-aligned processes for incident, problem, change, service request, release, and knowledge management.
• Facilitate regular service reviews, operational meetings, and internal delivery governance sessions; prepare service reports, dashboards, meeting materials, and action logs.
• Track open incidents, problems, changes, service requests, risks, dependencies, and improvement initiatives to support predictable delivery.
• Work with the Delivery Director on account priorities, capacity needs, staffing concerns, delivery risks, customer escalations, and overall service improvements.
• Support resource planning and coordination across delivery teams, including workload visibility, scheduling needs, and coverage for planned activities.
• Help drive practical improvements through standardization, automation, monitoring, documentation, and stronger operational controls.
• Ensure delivery activities follow applicable security, compliance, change-control, and internal governance requirements.
• Maintain accurate delivery documentation, including service plans, procedures, reports, customer action logs, and operational runbooks.
Required Qualifications
• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field; equivalent practical experience may be considered.
• Typically 8–12 years of experience in SAP operations, SAP managed services, application management services, cloud operations, or enterprise IT service delivery.
• Experience coordinating or managing SAP support and operational services in a production environment.
• Working knowledge of SAP landscapes and support models, including SAP Basis, SAP HANA, SAP S/4HANA, application support, monitoring, and scheduled operational activities.
• Experience with IT service-management practices, including incident, problem, change, service request, and SLA management.
• Ability to manage multiple priorities, organize cross-functional teams, and maintain focus during service disruptions or high-priority activities.
• Strong customer-facing communication skills, including the ability to explain operational issues, risks, and plans clearly to technical and business stakeholders.
• Experience preparing service reports, tracking operational metrics, facilitating service reviews, and managing action items to closure.
• Strong organizational, problem-solving, and follow-up skills.
• Proficiency with common service-management and collaboration tools, such as ServiceNow, Jira, Microsoft 365, Teams, or similar platforms.
Preferred Qualifications
• Experience supporting SAP cloud, hybrid-cloud, or hyperscaler-hosted environments, such as AWS, Microsoft Azure, or Google Cloud.
• Experience with SAP RISE, SAP migrations, upgrades, transformation programs, or service-transition activities.
• ITIL Foundation, SAP, cloud-platform, project-management, or service-management certification.
• Experience working in a multi-customer managed-services environment.
• Familiarity with operational monitoring, observability, automation, and reporting tools.
Key Competencies
• Customer-focused service delivery
• Practical understanding of SAP operations
• Clear, timely, and professional communication
• Strong coordination and attention to detail
• Structured incident and escalation management
• Collaborative leadership across technical teams
• Ownership, accountability, and consistent follow-through
• Continuous-improvement mindset
Performance Expectations
Success in this role will be measured by reliable service delivery for assigned accounts, SLA and KPI performance, quality and timeliness of customer communications, effective coordination of incidents and changes, completion of action items, customer satisfaction, and contribution to operational improvements.
Reporting Relationship
The SAP Delivery Lead reports to the Delivery Director and works closely with SAP technical leads, service-management teams, cloud/infrastructure teams, and customer operational stakeholders.
We recruit, employ, train, compensate and promote without regard to race, religion, color, citizenship, national origin, age, sex, gender, gender identity/expression, sexual orientation, marital status, disability, genetic information, veteran status or any other characteristic protected by federal, state, or local law.
Disclaimer: Nothing in this job description/posting shall constitute an offer or promise of employment. If you are not reviewing this job posting on our Careers' site http://jtsusa.com/careers or one of our approved job boards we cannot guarantee the validity of this posting. For a list of our current postings, please visit us at http://jtsusa.com/careers
