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About the Role
The ICT SAP Delivery Manager is responsible for end-to-end service quality across a portfolio of technology services, including SAP Platform services, infrastructure, automation, monitoring, and SAP Service Desk operations. This role acts as the primary interface between ICT and business stakeholders and service providers, ensuring services align with agreed standards and business needs.
Responsibilities
- Own the end-to-end service relationship with the offshore SAP Basis delivery team and external Basis service providers.
- Serve as the escalation point and primary interface between Basis stakeholders and delivery providers.
- Translate business requirements and technical specifications between stakeholders and delivery teams.
- Drive continuous improvement initiatives and hold vendors accountable to service targets.
- Oversee the delivery and performance of automation services.
- Lead and develop a team of 2-3 onshore and offshore resources.
- Foster a collaborative, accountable, and continuous improvement culture within the team.
- Own and maintain the Platform Calendar, ensuring accurate reflection of all upcoming and recurring technical maintenance windows, system events, releases, and planned outages.
Requirements
- Proven experience in IT service delivery management, including vendor and SLA management.
- Demonstrable background in SAP Basis sufficient to troubleshoot issues, validate technical approaches, and communicate effectively with Basis engineers and vendors.
- Strong understanding of ITIL or equivalent service management frameworks.
- SAP Basis — system administration, transport management, and system landscape knowledge.
- Familiarity with managed services models, specifically Lenovo Managed Services (LMS) or similar infrastructure outsourcing arrangements.
- Strong analytical thinking with a practical, outcome-focused approach.
- Collaborative and able to build trust with diverse stakeholders.
- Calm under pressure with strong problem-solving instincts.
Skills
- SAP Basis
- Automation services
- ITIL
- Vendor management
- SLA management
- Problem-solving
Education Level
- Degree or Diploma in Information Technology, Computer Science, or equivalent
- ITIL Foundation certification (or higher) preferred
About the Company
- CIMIC Group is an engineering-led services, construction, and natural resources leader with a history dating back to 1899.
- Powered by 30,000 people and pioneering technology and engineering, they deliver high-value and sustainable solutions across the lifecycle of assets, infrastructure, and resources projects in around 20 countries.
- Their mission is to generate sustainable returns for shareholders while delivering outstanding results for clients and providing safe, rewarding, and fulfilling careers.
- They operate by core principles of integrity, accountability, innovation, and delivery, all underpinned by safety.