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Overview
LABUR is partnering with a client to identify an SAP Service Delivery and Operations Optimization Lead to improve the effectiveness, efficiency, and maturity of SAP support services. This consulting engagement spans the SAP Application Management Services (AMS) partner, SAP consulting teams, internal SAP FTEs, business-process owners, and technology stakeholders. The focus centers on reducing SAP ticket volumes, eliminating recurring issues, standardizing the support operating model, strengthening service-management practices, and introducing automation and AI-enabled capabilities into SAP operations. This role is fully remote with travel required.
Responsibilities
- Own the SAP ticket-reduction strategy by analyzing volumes, recurring issues, resolution patterns, and demand sources to establish measurable reduction targets across modules, geographies, and support tiers
- Lead structured root-cause analysis and problem management, holding the AMS partner accountable for permanent corrective actions rather than repeated workarounds or inappropriate ticket closures
- Provide service-delivery oversight of the SAP AMS partner, establishing performance measures beyond SLA compliance and leading operational reviews, service-performance forums, and improvement-governance discussions
- Design and implement a standardized SAP support framework leveraging ITIL 4, SIAM, Lean, DevOps, and Site Reliability Engineering practices across incident, problem, change, knowledge, and major-incident management processes
- Optimize the SAP operating model by defining roles, responsibilities, RACI ownership, and engagement models across AMS providers, internal teams, consultants, and business stakeholders to reduce duplication and unclear escalation paths
- Develop a roadmap for AI and intelligent automation in SAP operations, covering automated ticket classification, predictive issue detection, knowledge recommendations, self-service capabilities, and support-agent copilots
- Drive automation and shift-left initiatives to increase lower-tier resolution rates, self-service adoption, proactive monitoring, and measurable ticket avoidance
- Establish a knowledge-management framework and governance structure with balanced KPIs, transparent reporting, and benefits-realization tracking across ticket reduction, automation, and operating-model improvements
Qualifications
- Significant experience in SAP service delivery, application management, production support, or SAP consulting with demonstrated AMS partner oversight and performance management
- Proven track record reducing ticket demand and eliminating recurring SAP issues through structured problem management and root-cause analysis
- Strong command of ITIL-based service-management processes including incident, problem, change, knowledge, release, and major-incident management
- Experience designing and optimizing support operating models across internal and outsourced teams, including global or geographically distributed delivery environments
- Familiarity with SAP S/4HANA, SAP ECC, and platforms such as ServiceNow, SAP Solution Manager, SAP Cloud ALM, Jira, or Power BI
- Exposure to AI, AIOps, intelligent automation, or robotic-process automation within enterprise support operations preferred
- Strong partner management, facilitation, executive communication, and cross-functional leadership skills with the ability to influence without direct authority
Compensation
$70-$75/hr - Dependent on fit and experience