Service Delivery Manager (SAP) - Sênior

📋 Description Lead SAP AMS delivery, ensuring SLAs, KPIs, quality, and customer satisfaction. Manage ITIL-based service processes (Incident, Problem, Change, Release, Service Request, Knowledge). Coordinate global SAP support teams (onsite/offshore) for resource allocation. Act as main escalation point for stakeholders and operational matters. Conduct governance meetings, service reviews, and executive performance presentations. Manage critical incidents, perform RCA, and implement preventive actions. 🎯 Requirements Strong experience managing SAP service delivery operations. Solid experience with SAP Application Management Services (AMS). Proven knowledge of SLA, KPI management, service governance, and operational performance management. Experience with ITIL processes, including Incident, Problem, Change, Release, Service Request, and Knowledge Management. Experience managing global support teams in onsite and offshore models. Background in critical incident management, root cause analysis, and continuous improvement initiatives. 🎁 Benefits National healthcare coverage for employees and dependents through Bradesco or Unimed. National dental insurance coverage. Meal or food allowance (employee choice). Childcare assistance. Life insurance for employees and dependents. Gympass membership for employees and dependents.