ROLE: SAP Service Delivery Manager/Lead - Automotive/Manufacturing-
Location: Detroit (4 days onsite)
Duration: Full-Time
Salary: $220-270k + %18 VC
Status: Full-Time
Domain: Automotive - Manufacturing Industry
Visa: – (No Sponsorship)
Client: BIG 4
Location
Must be local to Troy, MI/ Metro-Detroit - Regular Onsite required
About the Job You're Considering
Senior Service Delivery Manager- (Hands-On SAP Onsite Lead) to serve as the key bridge between customer stakeholders and the clients SAP delivery organization. This role requires a strong combination of hands-on SAP experience, service delivery leadership, technical understanding, customer management, and cross-functional team orchestration.
The successful candidate will take ownership of day-to-day SAP RUN operations, lead complex production issues through resolution, and coordinate across onsite, offshore, functional, technical, integration, Basis, infrastructure, and other connected enterprise application teams. This individual must be comfortable operating in high-pressure environments and able to quickly translate business impact into the technical actions needed to restore and stabilize service.
Your Role
- Serve as the primary onsite bridge between customer stakeholders and the clients SAP delivery organization.
- Own day-to-day SAP RUN operations, including incidents, escalations, problem resolution, enhancements, and production support priorities.
- Provide hands-on leadership during critical production incidents, establishing clear ownership, priorities, escalation paths, and recovery actions.
- Coordinate SAP functional, technical, integration, Basis, infrastructure, offshore, and connected enterprise application teams to drive issues through resolution.
- Lead investigation of complex incidents where the failure domain may not be immediately clear, helping teams isolate whether issues originate within SAP applications, integrations, infrastructure, databases, networks, middleware, hosting/cloud environments, or connected systems.
- Translate business impact into actionable technical priorities while ensuring customer stakeholders receive clear, proactive, and timely communication.
- Maintain accountability for issues from initial identification through resolution, stabilization, and appropriate follow-up.
- Partner with functional and technical teams to assess enhancements and changes, considering business requirements, solution impacts, integrations, production stability, and delivery dependencies.
- Coordinate priorities and execution across onsite and offshore teams to maintain service quality and delivery commitments.
- Develop a deep understanding of the customer's functional and technical environment to become an effective and trusted point of leadership.
- Drive collaboration among teams rather than allowing complex production issues to remain isolated within individual technical or functional workstreams.
- Build strong working relationships with customer stakeholders while maintaining ownership, transparency, and accountability throughout the service delivery lifecycle.
Your Skills and Experience
- 12+ years of hands-on SAP service delivery experience, with strong experience in AMS, production support, client-facing delivery, and people leadership.
- Broad SAP cross-module exposure with working knowledge of integrations, production support, change management, and enhancement delivery.
- Demonstrated ability to lead complex production incidents and troubleshoot issues spanning multiple SAP functional and technical teams.
- Strong working knowledge of SAP Basis and technical operations, including hosting/cloud environments, networks, databases, interfaces, middleware, and infrastructure.
- Ability to use technical knowledge to orchestrate specialist teams, identify potential failure domains, challenge assumptions, and drive structured troubleshooting of complex production incidents.
- Strong understanding of the relationships and dependencies between SAP applications, integrations, infrastructure, and other connected enterprise applications.
- Demonstrated ability to quickly learn the functional and technical details of a customer environment and apply that knowledge to service delivery and issue resolution.
- Strong problem-solving and decision-making capabilities, particularly in high-pressure, business-critical production situations.
- Strong customer-facing communication skills with the ability to translate between business impact and technical issues.
- Proven ownership and accountability for customer relationships, escalations, service issues, and resolution management.
- Strong collaboration and orchestration skills across onsite, offshore, functional, technical, integration, Basis, and infrastructure teams.
- Ability to communicate confidently with both business and technical stakeholders and ensure the appropriate teams are mobilized based on business impact and technical findings.
- Strong leadership and people management skills within globally distributed SAP delivery environments.
- Bachelor’s degree required.
