Technical Delivery Manager

Job Description:

We are seeking an experienced SAP ABAP Support Manager with strong BI/BW expertise to lead application support, incident resolution, small enhancements, and service delivery across SAP landscapes. This role requires a strong technical foundation in ABAP development and SAP BI/BW, combined with excellent people-management skills to lead a high-performing support team, engage business stakeholders, and drive operational stability, continuous improvement, and customer satisfaction.

Key Responsibilities

• Lead end-to-end SAP ABAP production support and application maintenance services, ensuring timely resolution of incidents, service requests, and problem tickets.
• Manage SAP BI/BW support activities including data loads, process chains, extractors, transformations, queries, performance tuning, and reporting issue resolution.
• Act as the primary escalation point for critical production issues and coordinate cross-functional teams for faster recovery and root-cause resolution.
• Oversee ticket triage, prioritization, SLA adherence, and support metrics for ABAP and BI/BW workstreams.
• Drive defect prevention, knowledge management, support documentation, and continuous service improvement initiatives.
• Collaborate with functional, Basis, security, integration, and infrastructure teams to ensure stable and reliable SAP operations.
• Review and guide technical solutions for enhancements, interfaces, reports, forms, conversions, and custom developments.
• Support release planning, transport management, regression coordination, and production deployment readiness.
• Partner with business stakeholders to understand support trends, recurring pain points, and opportunities for automation or optimization.
• Ensure compliance with development standards, audit requirements, change management processes, and support governance.

Required Qualifications

• 10+ years of SAP experience with strong hands-on expertise in ABAP development and application support.
• 5+ years of experience in SAP BI/BW, including data modeling, extraction, transformations, process chains, query support, and performance troubleshooting.
• 2+ years of experience in a team lead or manager role, managing support teams in an enterprise SAP environment.
• Strong technical knowledge of ABAP objects including reports, ALV, interfaces, enhancements, BADIs, user exits, Scripts, SmartForms, Adobe Forms, RFC, BAPI, and IDocs.
• Good experience in Fiori frontend development with WEBIDE & GIT.
• Solid understanding of SAP ECC and/or S/4HANA environments, transport management, incident management, and change control processes.
• Technical experience in CRM is preferred
• Experience working in production support or AMS environments with exposure to SLA-driven support models.
• Strong debugging, root-cause analysis, and problem-solving skills across ABAP and BI/BW components.
• Excellent communication skills with the ability to interact effectively with business users, functional teams, and senior leadership.

Preferred Qualifications

• Experience with BW on HANA, BW/4HANA, CDS views, AMDP, and modern SAP reporting technologies.
• Exposure to SAP Fiori, OData, SAP Analytics Cloud, or SAP Datasphere.
• Experience supporting integrations with middleware and non-SAP systems.
• Experience in manufacturing, supply chain, finance, or other large-scale enterprise environments.
• Familiarity with Agile delivery, DevOps practices, and service improvement frameworks.

Leadership and Manager Expectations

• Lead, mentor, and develop a team of ABAP and BI/BW support professionals through coaching, feedback, and career development planning.
• Create a positive, accountable, and collaborative team culture focused on service quality, ownership, and continuous learning.
• Set clear priorities, manage team workload effectively, and ensure balanced resource utilization across support and enhancement activities.
• Build strong relationships with stakeholders by communicating clearly, managing expectations, and providing regular status updates.
• Demonstrate calm and structured leadership during high-priority incidents and production escalations.
• Promote high standards in technical quality, documentation, process compliance, and customer service.
• Drive team engagement, conflict resolution, and cross-team collaboration across global or distributed support models.
• Identify skill gaps, support training plans, and encourage adoption of new SAP technologies and best practices.

Success Factors

• Strong ownership mindset with the ability to balance technical depth and managerial effectiveness.
• Ability to improve support operations while maintaining business continuity and service reliability.
• Customer-focused approach with strong stakeholder engagement and communication skills.
• Commitment to continuous improvement, team development, and operational excellence.

Must Have Skills

• 10+ years of SAP experience with strong hands-on expertise in ABAP development and application support.
• 5+ years of experience in SAP BI/BW, including data modeling, extraction, transformations, process chains, query support, and performance troubleshooting.
• 2+ years of experience in a team lead or manager role, managing support teams in an enterprise SAP environment.