SAP Service Introduction Lead

You Are: SAP Service Introduction Lead

The Work

We are seeking an SAP Service Introduction Lead to support a large-scale, complex SAP S/4HANA implementation. In this role, you will be the bridge between the S/4HANA implementation project team and the permanent IT support organization. You will define the operational readiness criteria, ensure service desk agents are trained, establish service level agreements (SLAs), and coordinate the Hypercare support period. Your goal is to guarantee that when the project concludes, the ongoing support organization is fully capable of maintaining system stability with zero disruption to active client missions.

Key Responsibilities

• Service Transition Planning: Define, implement, and track the Service Transition Plan, outlining the step-by-step handover from the project team to the O&M support team
• Operational Gates & Readiness: Establish and monitor Operational Readiness checklists. Assess and report on whether support teams, tools, and processes are ready to support the new S/4HANA system before go-live
• O&M Team Handover: Ensure that system design documents, standard operating procedures (SOPs), configuration logs, and known-error databases are properly documented and transferred to the support teams
• Multi-Tier Support Alignment: Define the Tier 1, Tier 2, and Tier 3 support escalation paths for S/4HANA incidents, ensuring clear separation of duties between business super-users, technical helpdesks, and third-party SAP support
• Service Desk Training and Enablement: Coordinate training sessions for service desk staff, ensuring they understand the new S/4HANA interface (including Fiori applications), ticketing workflows, and priority levels
• Align ticketing tools to handle S/4HANA-specific incident routing, category codes, and automated workflows.
• Hypercare Command Center Management: Stand up and run the post-go-live Hypercare Command Center. Lead daily triage meetings to review open incidents, assign critical bugs to project developers, and communicate resolution status to leadership
• SLA Baseline Monitoring: Monitor initial Service Level Agreements (SLAs) during Hypercare, including Incident Response Times and Resolution Times, to identify support bottlenecks
• Formal Handover Sign-off: Facilitate the formal transition review at the end of the Hypercare period, obtaining sign-off from O&M leadership that the system has stabilized and the project team can officially stand down.

Here's What You Need

• 4+ years of experience in IT Service Management (ITSM), including 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 to understand support desk needs
• Proven ability to negotiate and secure agreement on handover criteria between separate project delivery teams and operations teams

Eligibility Requirements

• US Citizen (no dual citizenship)
• Active Secret clearance required
• Willingness to travel up to 25%

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Pay and benefits

As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia. The base pay range for this position in these locations is shown below.

Compensation for roles at Accenture Federal Services varies depending on a wide array of factors, including but not limited to office location, role, skill set, and level of experience. Accenture Federal Services offers a wide variety of benefits. You can find more information on benefits here. We accept applications on an on-going basis and there is no fixed deadline to apply.

The pay range for the states of California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia is:

$120,400—$234,700 USD

What We Believe

As a company wholly dedicated to serving the US federal government, we bring together the best talent to help reinvent how federal agencies operate and deliver greater value for their mission and the American people. As a business imperative, every person at Accenture Federal Services has the responsibility to create and sustain a culture where everyone feels welcomed and included.

This is grounded in our core values and our experience that hiring and developing great people who reflect different perspectives, experiences, and backgrounds is key to driving innovation and delivering the results that our clients and the country count on.