SAP Service Delivery Manager

About This Role

JOB DESCRIPTION

Job Title

SAP Service Delivery Manager (SDM)

Department

IT – Enterprise Applications

Location

Dubai (Hybrid Model – Onsite + Cloud Operations)

Role Type

Full‑time | Techno‑Functional | Application Development & Support

Reports To

Service Delivery Director

Job Summary

The SAP Service Delivery Manager will lead the end‑to‑end delivery, operations, and enhancement of SAP systems . This role ensures seamless business operations across ECC / S4HANA , Finance , REFX , CRM , SuccessFactors , HCM , MM/PM , Fiori , SAP Basis , SAP BTP , SAP Portal , and AMS Support .

The SDM will manage both on‑premise and cloud landscapes , oversee application development , and coordinate business stakeholders, vendors, and technical teams to ensure delivery excellence.

Key Responsibilities

1. SAP Service Delivery & Operations Management

• Manage SAP end‑to‑end operations across hybrid environments (On‑Prem + Cloud).
• Oversee SAP ECC & S/4HANA functional and technical support.
• Ensure system availability, reliability, and performance across all SAP modules.
• Manage AMS (Application Managed Services) and SLAs.
• Lead incident, problem, and change management processes aligned with ITIL.
• Ensure timely resolution of SAP production issues.

2. Techno‑Functional Expertise

• Provide in‑depth functional and technical leadership across:
• SAP ECC & S/4HANA Core Modules: FI, CO, MM, SD, PM
• SAP REFX (Real Estate/Fleet Management)
• SAP CRM (Customer Engagement & Property Management)
• SAP HCM / Payroll / SuccessFactors
• SAP Portal, SAP BTP, Fiori for UI/UX, mobility, and workflow enhancement
• SAP Basis for landscape administration, upgrades, migrations
• Review technical specs, functional designs, and system configurations.
• Validate enhancements, integrations, and custom development objects.

3. Application Development & Project Delivery

• Lead SAP development lifecycle (requirements → design → build → test → deploy).
• Manage custom developments using ABAP, CDS Views, OData, Fiori/UI5, BTP services .
• Oversee integrations with 3rd-party systems (CRM, Oracle, BI, ERP extensions).
• Drive automation, digital transformation, and process optimization initiatives.
• Manage S4HANA migration or upgrade projects when applicable.

4. Cloud & Hybrid Landscape Management

• Oversee SAP workloads hosted on Azure / AWS / SAP Cloud .
• Monitor cloud resources, consumption, security, and performance.
• Coordinate with Basis team for system refreshes, patching, backups.
• Drive cloud‑first strategies for SAP BTP extensions and integrations.

5. Stakeholder & Vendor Management

• Act as single point of contact between business teams and technical teams.
• Manage relationships with SAP, AMS vendors, and technology partners.
• Conduct governance meetings, performance reviews, and SLA analysis.
• Translate business needs into SAP solutions and ensure user satisfaction.

6. Governance, Compliance & Quality Assurance

• Ensure compliance with UAE regulatory, audit, and security standards .
• Maintain SAP documentation, SOPs, KT manuals, and release notes.
• Own change governance, transport management, and solution quality assurance.
• Ensure alignment with IT strategy, architecture, and roadmap.

Qualification

• Bachelor’s or Master’s in IT/Computer Science/Engineering.
• SAP Certifications (S/4HANA, SuccessFactors, BTP) preferred.
• ITIL Certification is an advantage.
• Minimum 10–15 years SAP experience, with at least 5+ years in SDM role.

Technical Skills

• Strong functional knowledge in any of the modules FI/CO, MM, PM, SD, REFX, CRM, SuccessFactors, HCM.
• Hands‑on technical understanding: ABAP, Fiori/UI5, OData, CDS, SAP BTP services.
• Experience with Basis activities: upgrades, patches, performance tuning.
• Strong experience in SAP cloud operations and hybrid landscapes.

Management Skills

• SAP service delivery leadership for large enterprises.
• Vendor, SLA, and contract management.
• Strong documentation, governance, and reporting skills.
• Experience running ITIL‑based service management operations.

Soft Skills

• Strong communication and stakeholder management.
• Leadership, coordination, team mentoring.
• Analytical thinking and problem‑solving.
• Ability to work in a fast‑paced hybrid environment

Working Conditions

• Reliable IT operations for all property management business functions.
• Optimized SAP landscape in alignment with strategic digital initiatives.
• Enhanced support model delivering high availability and user satisfaction.
• Continuous modernization through SAP BTP, cloud adoption, and automation.