Role Description We are seeking an experienced SAP Service Delivery Manager with a strong background in manufacturing, particularly in modules such as MM (Materials Management), WM (Warehouse Management), and PP (Production Planning). The ideal candidate will lead our onshore support operations in the USA, focusing on optimizing SAP application management services to ensure exceptional client satisfaction and operational effectiveness. Additionally, the candidate should have customer-facing experience and a keen understanding of new-age SAP technologies, along with a robust background in Application Management Services (AMS) and a strong exposure to AI. Key Responsibilities - Oversee the delivery of SAP AMS services, ensuring compliance with SLAs and KPIs. Collaborate with global teams to maintain consistent service quality. - Act as the primary point of contact for clients, building strong relationships and understanding their business needs. Facilitate regular meetings and updates to keep clients informed. - Lead and mentor a team of SAP consultants and support staff, fostering a culture of continuous improvement and professional development. - Identify and implement enhancements to processes that increase service efficiency and effectiveness. Utilize metrics and feedback to drive improvement initiatives. - Ensure timely resolution of incidents and service requests, implementing best practices for incident management and root cause analysis. - Manage the change control process, ensuring proper documentation, testing, and communication of changes to clients and internal teams. - Provide regular reports on service performance, incidents, and client feedback. Analyze trends and implement corrective actions as necessary. - Work closely with other service delivery managers, project managers, and technical teams to ensure service delivery aligns with business objectives. - Ensure that all services meet regulatory requirements and internal policies. Identify and mitigate risks associated with service delivery. Qualifications - Bachelor's degree in Computer Science, Information Technology, or a related field; Master's degree preferred. - 7+ years of experience in SAP application management services or related IT service delivery roles, with a focus on manufacturing environments. - Proven experience managing both onshore and offshore teams. - Strong knowledge of SAP modules, including MM, WM, PP, and application management processes. - Customer-facing experience with a strong understanding of new-age SAP technologies and AI. - Excellent communication, leadership, and interpersonal skills. - Ability to manage multiple priorities and projects simultaneously. - Familiarity with ITIL frameworks and service management best practices. - Experience with incident management tools and reporting software. Company Description For 30+ years, Stefanini has been helping midsize, large and global enterprises increase the efficiency of their IT operations while also helping them leverage information technology to empower their businesses. Our offers include efficient, cost-reducing and effective services (IT Infrastructure Outsourcing, End-User Computing Outsourcing, Application Managed Services, and Mainframe Modernization). With robust offerings aligned with market trends such as automation, cloud, Internet of Things (IoT) and user experience (UX), the company has been recognized with several awards in the area of innovation. Today, the company has a broad portfolio of solutions that combine innovative consulting, marketing, mobility, personalized campaigns and artificial intelligence services for traditional solutions such as service desk, field service and outsourcing (BPO). We have over 25,000 employees across 77 offices in 41 countries across the Americas, Europe, Africa, Australia, and Asia.

• Consults with Manager – IT Operations on any non-routine action prior to executing; all duties shall be performed through proper channel and in compliance with adopted policies and procedures.

• Design, build, and maintain LLM-powered solutions including custom GPTs and domain-specific assistants. • Develop and optimize prompts, system instructions, and context strategies for accuracy and reliability. • Implement prompt chaining, tool calling, and basic agentic workflows. • Build and support Retrieval-Augmented Generation (RAG) pipelines using vector databases. • Evaluate, test, and improve LLM outputs using defined quality and safety criteria. • Apply responsible AI principles, safety guardrails, and governance standards in all implementations. • Develop full stack AI-enabled applications including backend services, APIs, and UI integrations. • Integrate LLM capabilities into existing enterprise applications. • Build reusable services and components to support AI features. • Debug and resolve application or AI-related issues impacting functionality or user experience. • Develop and deploy AI solutions on Azure and/or AWS. • Support CI/CD pipelines for application and AI workloads. • Assist with MLOps workflows including model versioning, deployment, and monitoring. • Ensure solutions are secure, reliable, and cost-aware in production environments.

• Build powerful buyer tooling • Lead development of our next-generation buyer platform • Build and optimize the matching engine • Architect for scale: Design and operate microservices and distributed, event-driven systems • Elevate the seller experience: Make it effortless for sellers to understand their options, price their items accurately • Take an AI-first approach to building • Own outcomes end-to-end: Take projects from 0 to 1 • Drive cross-functional execution: Translate strategy into clear technical plans • Connect the ecosystem: Ensure seamless liquidity handoffs across the broader PSA enterprise • Communicate with clarity at every level