Senior Project Manager - SAP S/4 Fashion (m/w/d), Germany

Stellenbeschreibung:

Role: SAP Service Delivery Manager

Technology: SAP S/4 Fashion

Location: Germany – Herzogenaurach/Erlangen

Your Role

We are seeking a SAP S/4HANA / ECC Service Manager to own end‑to‑end service delivery for SAP applications in a production (AMS / Run / DevOps) environment. This onsite role serves as the single point of accountability for SAP service stability, SLA adherence, stakeholder satisfaction, and continuous improvement across SAP ECC and S/4HANA landscapes.

Key Responsibilities

Own end‑to‑end service delivery for SAP ECC and S/4HANA landscapes (Run / AMS).
Ensure compliance with SLAs, OLAs, KPIs, and contractual commitments.
Drive incident, problem, change, and release management in line with ITIL standards.
Act as escalation manager for P1/P2 incidents, ensuring rapid resolution and root‑cause analysis (RCA).
Proactively monitor system health and service performance.
Apply ITIL best practices across SAP support operations.
Serve as the primary onsite interface between the client and offshore/onshore delivery teams; lead service review meetings, operational governance calls, and leadership updates; manage client expectations, build trust, and handle escalations with senior client stakeholders and internal leadership.
Prepare and present weekly/monthly/quarterly service reports—including SLA metrics, trends, risks, and improvement plans; ensure audit readiness, compliance, and documentation accuracy; drive corrective actions.
Coordinate with functional, technical, and basis teams; ensure resource readiness, skill coverage, knowledge continuity, and backup planning; coach teams on service discipline, quality, and process adherence; identify skill gaps and drive training, upskilling, or staffing actions.
Identify opportunities to improve stability, automation, monitoring, and cost efficiency; support S/4HANA transformation, brownfield/greenfield coexistence, and innovation initiatives; collaborate with architecture, integration, and platform teams for long‑term roadmap alignment.
Contribute to SAP AMS / Run RFP responses; define service delivery model, SLAs, governance, and resourcing; support scope clarification, estimations, risks, and assumptions.
Review and shape SAP AMS / DevOps SOWs; ensure clear scope, RACI, SLAs, governance, and change mechanism; ensure alignment between contractual commitments and delivery capability.
Lead transition from Project/Build to Run (AMS); ensure knowledge transfer, documentation, and readiness sign‑off; stabilize operations post go‑live and ensure SLA compliance.

Required Skills & Experience

SAP Skills

Strong hands‑on or lead‑level understanding of SAP S/4HANA and/or SAP ECC, core modules (FI, CO, MM, SD) and SAP Basis awareness.
Experience in AMS / Run / Support environments.

Service Management & Process

Deep understanding of ITIL processes (Incident, Problem, Change, Release).
Proven experience in SLA‑driven service delivery.
Experience in multi‑vendor and global delivery models.

Leadership & Communication

Excellent onsite client‑facing communication and presentation skills.
Strong leadership, conflict resolution, and decision‑making abilities.
Ability to handle pressure situations and senior‑level escalations calmly.

Qualifications

Bachelor’s degree in Engineering, Computer Science, or related field.
ITIL certification preferred.
SAP certification(s) in S/4HANA/ECC modules is a plus.
10–15+ years of overall IT experience with 5+ years in SAP service management roles.