Job Description:
The SAP Delivery Leader will oversee the end-to-end operation of our Costa Rica service center, focused on SAP outsourcing services. This role requires strong leadership skills, deep expertise in SAP service delivery, and the ability to manage a rapidly changing environment while ensuring the continuity of services for global clients. The leader will manage a diverse team and ensure alignment with both client needs and internal DXC standards. Key responsibilities include ensuring operational efficiency, meeting SLA targets, and driving strategic growth initiatives.
Essential Job Functions:
- Operational Leadership: Lead the SAP service center to ensure high-quality delivery of SAP services across application development, maintenance, projects, and technical support.
- Team Management: Supervise a team of managers, overseeing new manager hires and internal promotions, ensuring a well-distributed workload. Lead and mentor the team, fostering a culture of collaboration, innovation, and excellence.
- Client Engagement: Act as the ultimate point of contact for internal and external clients, managing escalations, and fostering strong client relationships to ensure long-term satisfaction and service alignment.
- Service Delivery Oversight: Oversee project deliveries across the Americas and Europe regions, ensuring successful execution, quality assurance, and customer satisfaction. Implement strategies to optimize service delivery, ensuring adherence to SLAs and ISO certification requirements.
- Performance Metrics: Monitor KPIs, manage budgets, and provide regular reports to senior management, ensuring financial health and alignment with business goals.
- Strategic Growth: Drive initiatives to expand the SAP portfolio by introducing new technologies, improving processes, and supporting the Sales organization in pursuing new business opportunities.
- Cross-functional Collaboration: Collaborate closely with HR, Finance, Legal, and other stakeholders to ensure smooth operations, particularly in hiring, payroll, and team management.
- University Partnerships: Demonstrated experience in building relationships with local universities to establish pipelines for grooming new talent, including internships and training programs to support future SAP professionals.
Qualifications:
- Bachelor’s degree in a relevant field required (advanced degree preferred).
- Minimum 10+ years of SAP-related experience, with a strong background in service delivery and operational management.
- Detailed understanding of the Costa Rica talent pool, market dynamics, and strategies to attract and retain top SAP professionals. Ability to navigate the local competitive landscape for talent acquisition and retention.
- Experience leading large SAP cross-functional teams. A plus to have proven track record of managing large-scale SAP service centers.
- Strong leadership skills, with a proven ability to manage large teams effectively.
- Excellent bilingual (Spanish/English) communication skills with the ability to engage stakeholders at all organizational levels.
- Experience in budget management, reporting to senior leadership, and driving financial success.
- Ability to thrive in a fast-paced, dynamic environment while managing multiple priorities.
- Experience in sales and presales activities is highly desirable.
- Strong professional network within SAP and with customers globally.
Other Qualifications:
- Experience managing remote teams and understanding the challenges of a “Work from Home” model.
- Good understanding of policies and best practices for delivery excellence (e.g., ISO 20K, 27K) are a plus.
- Advanced degree or certifications (e.g., PMP, CTO, MBA) are a plus.
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