Senior Principal Consultant, Service Delivery Manager (RISE)!

Ready to build the future with AI
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Inviting applications for the role of Senior Principal Consultant Service Delivery Manager (RISE)!

We are seeking a Senior Service Delivery Manager SAP Basis to act as the internal technical authority and service delivery lead for a large complex SAP landscape operating in a hybrid model (On-Premise Hyperscaler Cloud and RISE with SAP).
This role is responsible for managing end-to-end SAP Basis service delivery coordinating with internal teams and external AMS partners and ensuring that SAP systems operate with high availability stability and performance across multiple hosting environments.
The position will lead service governance vendor management SLA and KPI monitoring incident and problem management and operational excellence ensuring reliable delivery of SAP infrastructure and platform services.
The ideal candidate combines deep SAP Basis technical expertise with strong service delivery management capabilities including vendor governance cloud operations knowledge and the ability to communicate effectively with senior stakeholders and executive leadership.

Responsibilities
Lead the day-to-day service delivery management of the AMS partner team (40 resources) supporting enterprise SAP platforms including SAP ECC S/4HANA SAP BW on HANA SLT BODS MDG CFIN and PaPM operating across on-premise infrastructure hyperscaler cloud environments and RISE with SAP.
Conduct weekly service governance and operational review meetings with L1 L2 and L3 support teams ensuring readiness of documentation service reports and providing clear operational updates to business and IT stakeholders.
Own the end-to-end Incident and Problem Management process ensuring timely incident resolution root cause analysis (RCA) knowledge sharing and continuous improvement of service stability. Lead communications and coordination for major or critical incidents with relevant stakeholders.
Ensure preventive maintenance activities are planned and executed in line with infrastructure requirements compliance standards and SAP platform operational guidelines.
Collaborate with infrastructure cloud and platform teams to define technical requirements and support the deployment configuration and integration of new SAP components and environments.
Govern and enforce Change Management processes ensuring all SAP platform changes follow established ITIL processes risk assessment and approval workflows.
Identify service delivery gaps and operational improvement opportunities enhancing the effectiveness of L1 L2 and L3 support teams and driving continuous service improvement initiatives.
Drive capacity planning performance monitoring and performance tuning initiatives for critical SAP systems to ensure reliability scalability and optimal system performance.
Maintain and ensure high-quality operational documentation including service procedures incident reports change records and operational guidelines

Qualifications we seek in you!
Minimum Qualifications
Bachelors degree in engineering computer science or related field; or equivalent experience.
Experience in SAP Basis operations/projects including but not limited to SAP S/4HANA ERP BW SCM CFIN PaPM.
Good understanding of SAP RISE setup including R&R.
Experience in IT infrastructure or IT application project or operations with good ability to influence and interact with people located remotely and across the globe.
Experience with Databases (Oracle HANA SQL Server) and OS (Linux RedHat / Windows 2k16 and above).
Experience with solutions in Cloud (IaaS and PaaS) (preferrable Azure).
Strong understanding of SAP RISE operating model and hybrid (on-prem cloud) landscapes.
Knowledge of cloud/hyperscaler environments (AWS Azure GCP) within managed SAP contexts.
Experience managing vendors and holding them accountable to SLAs and KPIs.
Effective English communication skills (written verbal and presentation)
Ability to operate effectively in dynamic and evolving environments
Experience/Certifications on DevOps and agile methodologies is a plus

Preferred Qualifications/ Skills
Ability to deliver high quality and reliable software by collaborating with team. Outstanding analytical skills ability to apply expertise to drive complex technical and highly commercial solutions. Possess good verbal and written communication skills.
Excellent customer facing skills that include conducting compelling technical briefing& demonstrations including issues status reports and resolving impediments

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.