SAP Service Delivery Manager

Job Description

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.

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.

1. 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.

1. 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.

1. 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.

1. 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.

1. 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.

• 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.

• 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.

• 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.

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

• 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.