Service Delivery Manager- SAP Retail
hace 2 días
City of London
We are seeking a seasoned Service Delivery Manager (SDM) to lead a high-scale SAP landscape for a luxury fashion retail brand, spanning end-to-end application development, enhancements, and 24x7 application support. The SDM will own service delivery outcomes, orchestrate multi-vendor teams, drive platform modernization, ensure process excellence, and maintain robust business continuity for core retail processes such as merchandise buying, allocation, pricing, promotions, inventory, omni-channel operations, and financial close. Key Responsibilities 1. Service Delivery & Operations · Own end-to-end service delivery (incident, problem, change, release, environment, knowledge) across development and support. · Establish and enforce SLAs/OLAs, SLOs, Runbooks, KT plans, and Operational Level Agreements across vendors/teams. · Drive root cause analysis (RCA) and permanent fixes; improve MTTR, reduce repeat incidents, optimize backlog. · Govern batch, jobs, and interfaces (e.g., POS, eComm, WMS), ensuring cutover readiness and seasonal peak stability. 2. Program & Stakeholder Management · Act as single point of contact (SPOC) for Business, IT, Finance, Retail Ops, and regional teams. · Run weekly/monthly governance (release readiness, demand management). · Translate business priorities into delivery roadmaps, release plans, and capacity forecasts. 3. Financials & Commercials · Own budgets, forecasts, SOWs/MSAs, resource planning, and cost optimization. · Track financial KPIs (burn-rate, cost per ticket/change, productivity, value realization) and ensure contract compliance 4. Engineering & Platform Modernization · Champion automation (self-healing, AIOps, monitoring), CI/CD, test automation, and reusable accelerators. · Lead CAR adoption (real-time sales, inventory visibility, POS integration), API-first integrations, and data quality improvements. · Guide solutioning across SAP AFS, Retail Pricing/Promotions, FICO (GL, AP/AR, Asset Accounting, COPA), and cross-module touchpoints. 5. People Leadership · Build, coach, and retain a high-performing functional + technical team (SAP Retail/AFS/FICO, integration, ABAP). · Establish L3 expertise, shift models, and follow-the-sun support for global operations. Mandatory Skills & Experience · SAP Retail: End-to-end retail processes (MM/SD), buying, allocation, pricing, promotions, store operations, inventory, vendor collaboration. · SAP AFS (Apparel & Footwear): Size/color matrix, seasonality, collections, allocation, replenishment specifics for fashion. · SAP FICO: Financial close, AP/AR, GL, asset accounting, costing, COPA; integration with retail operations. · Service Delivery Leadership: 15+ years, with at least 8–10 years managing large SAP programs (multi-region, multi-vendor). · Operations Excellence: ITIL v3/v4, incident/problem/change management, RCA, Release/Environment Management. · Retail Domain Expertise: Luxury fashion calendar cycles, markdowns, promotions, product lifecycle, peak events, omni-channel. · Governance & Commercials: Budget ownership, vendor management, KPIs/SLAs, contractual adherence. Preferred Skills · SAP CAR (Customer Activity Repository): Real-time transactions, POS, forecasting, inventory visibility. · ABAP: Ability to guide technical teams, review designs/estimates, ensure performance and code quality (no hands-on coding required). · Enterprise Apps & Integrations: POS/OMS/eCommerce/WMS, API/Middleware (SAP PO/PI, CPI), microservices integration patterns. · DevOps/AIOps: CI/CD pipelines for SAP transports, observability, proactive monitoring, automation. · Analytics/Reporting: BI/BO, SAC, dashboarding for operational KPIs and business insights. · Cloud & Infra Awareness: Hyperscaler hosting, DR/BCP, performance/scalability considerations. Key Competencies (Behavioral) · Executive Communication: Clear, structured updates to C-suite and senior stakeholders. · Outcome Orientation: Bias for measurable results; balances Run stability with Change velocity. · Ownership & Accountability: Escalation management, crisis leadership during peak seasons. · Collaboration: Navigates multi-vendor dynamics; fosters trust with business teams. · Adaptability: Responds quickly to retail calendar shifts and market priorities. Education & Certifications · Bachelor’s/Master’s in Engineering/Technology/Business (or equivalent). · Preferred: ITIL v4, SAP certifications in Retail/AFS/FICO/CAR, PMP/Prince2, SAFE/Agile certifications.