SAP Onsite Lead- Service Delivery Manager

Capgemini • Southfield, MI

10d • Onsite

About The Position

Capgemini is seeking a Senior Service Delivery Manager (Hands-On SAP Onsite Lead) to serve as the primary bridge between customer stakeholders and Capgemini’s SAP delivery organization. The role combines hands-on SAP experience with service delivery leadership, technical understanding, customer management, and cross-functional team coordination. The successful candidate will own day-to-day SAP RUN operations, lead complex production issues through resolution, and coordinate onsite, offshore, functional, technical, integration, Basis, infrastructure, and connected enterprise application teams. The position calls for sound judgment in high-pressure situations and the ability to translate business impact into technical actions to restore and stabilize service.

The role is based in the Troy, Michigan/Metro Detroit area, and the candidate must be local. Regular onsite work is required. The position requires a bachelor’s degree and 12+ years of hands-on SAP service delivery experience. The posted base compensation range is $98,397–$233,248. The role may also be eligible for variable incentives, bonuses, or commissions. Capgemini describes a comprehensive benefits package for regular, full-time employees; availability depends on local policy and eligibility.

Requirements

• 12+ years of hands-on SAP service delivery experience, including 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 drive structured troubleshooting of complex production incidents.
• Strong understanding of dependencies between SAP applications, integrations, infrastructure, and connected enterprise applications.
• Ability to quickly learn customer environment details and apply them 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, including the 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 coordination 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 in globally distributed SAP delivery environments.
• Bachelor’s degree required.
• Must be local to Troy, Michigan/Metro Detroit; regular onsite work is required.

Responsibilities

• Serve as the primary onsite bridge between customer stakeholders and Capgemini’s 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 resolve issues.
• Lead investigation of complex incidents and help teams identify whether failures 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 communications.
• Maintain accountability for issues from identification through resolution, stabilization, and follow-up.
• Partner with functional and technical teams to assess enhancements and changes, including 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 service delivery.

Benefits

• Paid time off, including 12–25 vacation days depending on employee grade, company-paid holidays, personal days, and sick leave, subject to policy.
• Medical, dental, and vision coverage, or provincial healthcare coordination in Canada, subject to local policy and eligibility.
• Retirement savings plans, such as 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 as provided by local policy and eligibility.
• Potential eligibility for variable incentives, bonuses, or commissions, depending on the position and applicable laws.

What This Job Offers

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