Service Delivery Manager (SAP) - Sênior

📋 Description

• Lead SAP AMS delivery, ensuring SLAs, KPIs, quality, and customer satisfaction.
• Manage ITIL-based service processes (Incident, Problem, Change, Release, Service Request, Knowledge).
• Coordinate global SAP support teams (onsite/offshore) for resource allocation.
• Act as main escalation point for stakeholders and operational matters.
• Conduct governance meetings, service reviews, and executive performance presentations.
• Manage critical incidents, perform RCA, and implement preventive actions.

🎯 Requirements

• Strong experience managing SAP service delivery operations.
• Solid experience with SAP Application Management Services (AMS).
• Proven knowledge of SLA, KPI management, service governance, and operational performance management.
• Experience with ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management.
• Experience managing global support teams in onsite and offshore models.
• Background in critical incident management, root cause analysis, and continuous improvement initiatives.

🎁 Benefits

• National healthcare coverage for employees and dependents through Bradesco or Unimed.
• National dental insurance coverage.
• Meal or food allowance (employee choice).
• Childcare assistance.
• Life insurance for employees and dependents.
• Gympass membership for employees and dependents.