Service Delivery Manager – Senior

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Mollica IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🎯 Recruiter

🤝 B2B

Recruitment • B2B

Mollica IT is a São Paulo–based recruitment and selection agency specializing in sourcing and placing IT professionals for companies in Brazil and abroad. The firm positions itself as a hands-on recruitment partner, offering fast, accurate hiring solutions across a broad range of technical roles — from C-level and PMO to DevOps, cloud (Azure/AWS), ERP (SAP, Oracle), big data and data science, databases, infrastructure and telecom, cybersecurity, Salesforce, mobile and full‑stack development, QA/testing and commercial/business roles. Mollica IT emphasizes speed, quality, inclusive hiring and partnership-style service for corporate clients.

📋 Description

• Lead the delivery of SAP AMS services, ensuring adherence to SLAs, KPIs, service quality and customer satisfaction; • Manage Incident, Problem, Change, Release, Service Request and Knowledge Management processes; • Lead global SAP support teams (onsite and offshore), ensuring efficient resource allocation; • Act as the primary escalation point for business stakeholders and executive leadership; • Conduct governance meetings, service reviews and executive presentations on operational performance; • Manage critical incidents (Major Incidents), conduct root cause analyses (RCA) and drive problem-prevention initiatives; • Coordinate enhancement activities, releases, deployments, hypercare and transition to support; • Collaborate with business, functional, technical and infrastructure teams to ensure efficient service delivery; • Identify and mitigate risks, dependencies and operational issues, ensuring contractual compliance; • Drive continuous improvement, automation, service transformation and cost-optimization initiatives; • Manage resource planning, capacity, budget and vendor governance; • Support SAP S/4HANA transformation programs, rollouts and post-go-live stabilization; • Ensure compliance with ITIL practices, security policies, audits and operational governance; • Other routine activities within the area.

🎯 Requirements

• Strong experience in SAP service delivery management; • Solid experience in SAP Application Management Services (AMS); • Knowledge of SLA, KPI and service governance management; • Experience with ITIL processes (Incident, Problem, Change, Release, Service Request and Knowledge Management); • Experience managing global teams (onsite and offshore); • Experience managing critical incidents, root cause analysis (RCA) and continuous improvement; • Knowledge of capacity planning, financial management, vendor management and cost optimization; • Experience in SAP S/4HANA transformation programs, rollouts and post-go-live support; • Knowledge of compliance, audits, information security and operational governance; • Bachelor’s degree required.

🏖️ Benefits

• Medical coverage for employees and dependents with national coverage from Bradesco or Unimed; • Dental coverage with national coverage; • Meal voucher or food voucher (employee’s choice); • Childcare allowance; • Life insurance for employees and dependents; • Gympass for employees and dependents; • EAP (Employee Assistance Program) offering: Financial Assistance, Legal Assistance, Social Assistance, Psychological Assistance (24/7); • Discounts and special rates with universities (Mackenzie, SENAC, FIA, FIAP and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, Indeed); • Discounts on banking packages and preferential fees with Itaú and Bradesco; • Option for payroll-deductible loans, with repayments deducted directly from salary; • Reimbursement program for certain external certifications; • Training: the company provides an online and in-person training and development platform covering soft skills, technologies and domains with over 15,000 topics; • Length-of-service awards: the company rewards employees for commitment and loyalty during their tenure (3, 5 and 10 years and every 5 years thereafter); • Employee referral bonus for new hires; • Fit4life – a program that encourages physical exercise for employees, including online functional training sessions; • International experience: depending on your skills and business needs, you may be eligible to apply for positions abroad (within and outside Latin America); • And others.