SAP Service Introduction Lead

The role

You will act as the bridge between an S/4HANA implementation project team and the permanent IT support organization. You will define operational readiness, manage service transition, and coordinate the Hypercare support period.

What you will do

• Define, implement, and track the Service Transition Plan
• Establish and monitor Operational Readiness checklists
• Ensure system design documents, SOPs, configuration logs, and known-error databases are transferred to support teams
• Define Tier 1, Tier 2, and Tier 3 support escalation paths
• Coordinate training sessions for service desk staff
• Align ticketing tools to handle S/4HANA-specific incident routing and workflows
• Stand up and run the post-go-live Hypercare Command Center
• Lead daily triage meetings to review open incidents
• Monitor initial Service Level Agreements during Hypercare
• Facilitate the formal transition review and obtain sign-off from O&M leadership

Required qualifications

• 4+ years of experience in IT Service Management (ITSM)
• Experience managing service transition or service introduction for large-scale ERP or SAP environments
• Strong practical knowledge of ITIL Service Transition and Service Operation lifecycles
• Familiarity with SAP application support structures, user provisioning processes, and basic Fiori/GUI navigation
• Ability to negotiate and secure agreement on handover criteria between project and operations teams
• US Citizen (no dual citizenship)
• Active Secret clearance required

Benefits

• Certifications
• Industry training
• Hands-on experience

Before you apply

• US Citizen (no dual citizenship)
• Active Secret clearance required
• Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa
• Candidates currently employed by a client of Accenture Federal Services or an affiliated Accenture business may not be eligible

About the company

Accenture Federal Services is a technology company within global Accenture that helps the US federal government. Its 13,000+ people work across defense, national security, public safety, civilian, and military health organizations.