SAP Onsite Lead- Service Delivery Manager

Capgemini • Southfield, MI

12d • $98,397 - $233,248 • Onsite

About The Position

Capgemini is seeking a Senior Service Delivery Manager (Hands-On SAP Onsite Lead) to serve as the key bridge between customer stakeholders and the Capgemini SAP delivery organization. The role combines hands-on SAP experience with service delivery leadership, technical understanding, customer management, and cross-functional team orchestration. The successful candidate owns day-to-day SAP RUN operations, leads complex production issues through resolution, and coordinates onsite, offshore, functional, technical, integration, Basis, infrastructure, and connected enterprise application teams. The role requires working effectively in high-pressure environments and translating business impact into technical actions to restore and stabilize service.

The position is based in Troy, Michigan/Metro Detroit, and requires regular onsite work. The base compensation range is $98,397–$233,248. The role may be eligible for additional compensation such as variable incentives, bonuses, or commissions. Capgemini provides a benefits package to regular full-time employees, subject to local policy and eligibility; available benefits may include paid time off, holidays, personal days, sick leave, medical, dental and vision coverage, retirement savings plans, life and disability insurance, employee assistance programs, and other benefits.

Requirements

• 12+ years of hands-on SAP service delivery experience, including strong experience in AMS, production support, client-facing delivery, and people leadership.
• Broad SAP cross-module exposure and working knowledge of integrations, production support, change management, and enhancement delivery.
• Demonstrated ability to lead complex production incidents and troubleshoot issues across multiple SAP functional and technical teams.
• Strong working knowledge of SAP Basis and technical operations, including hosting/cloud environments, networks, databases, interfaces, middleware, and infrastructure.
• Ability to orchestrate specialist teams, identify potential failure domains, challenge assumptions, and lead structured troubleshooting of complex production incidents.
• Strong understanding of dependencies between SAP applications, integrations, infrastructure, and other connected enterprise applications.
• Ability to quickly learn a customer environment's functional and technical details and apply that knowledge to service delivery and issue resolution.
• Strong problem-solving and decision-making capabilities in high-pressure, business-critical production situations.
• Strong customer-facing communication skills and ability to translate between business impact and technical issues.
• Proven ownership and accountability for customer relationships, escalations, service issues, and resolution management.
• Strong collaboration and orchestration skills across onsite, offshore, functional, technical, integration, Basis, and infrastructure teams.
• Ability to communicate confidently with business and technical stakeholders and mobilize appropriate teams based on business impact and technical findings.
• Strong leadership and people management skills within globally distributed SAP delivery environments.
• Bachelor’s degree required.
• Must be local to Troy, Michigan/Metro Detroit and available for regular onsite work.

Responsibilities

• Serve as the primary onsite bridge between customer stakeholders and the Capgemini SAP delivery organization.
• Own day-to-day SAP RUN operations, including incidents, escalations, problem resolution, enhancements, and production support priorities.
• Provide hands-on leadership during critical production incidents by establishing ownership, priorities, escalation paths, and recovery actions.
• Coordinate SAP functional, technical, integration, Basis, infrastructure, offshore, and connected enterprise application teams to drive issues through resolution.
• Lead investigation of complex incidents and help determine whether issues originate in SAP applications, integrations, infrastructure, databases, networks, middleware, hosting/cloud environments, or connected systems.
• Translate business impact into actionable technical priorities and provide customer stakeholders with clear, proactive, timely communication.
• Maintain accountability for issues from identification through resolution, stabilization, and follow-up.
• Partner with functional and technical teams to assess enhancements and changes, considering business requirements, solution impacts, integrations, production stability, and delivery dependencies.
• Coordinate priorities and execution across onsite and offshore teams to maintain service quality and delivery commitments.
• Develop a deep understanding of the customer's functional and technical environment.
• Drive collaboration across teams so complex production issues are not isolated within individual technical or functional workstreams.
• Build strong customer stakeholder relationships while maintaining ownership, transparency, and accountability throughout the service delivery lifecycle.

Benefits

• Paid time off, including vacation of 12–25 days depending on employee grade, company-paid holidays, personal days, and sick leave, as defined by policy.
• Medical, dental, and vision coverage, subject to local policy and eligibility.
• Retirement savings plans, such as a 401(k) in the U.S. or RRSP in Canada, subject to local policy and eligibility.
• Life and disability insurance, subject to local policy and eligibility.
• Employee assistance programs, subject to local policy and eligibility.
• Other benefits provided according to local policy and eligibility.
• The role may be eligible for variable incentives, bonuses, or commissions.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior