SAP Service Introduction Lead Job Washington area,District of Columbia USA,IT/Tech

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You Are: SAP Service Introduction Lead The Work

We are seeking an SAP Service Introduction Lead to support a large‑scale, complex SAP S/4

HANA implementation. In this role, you will be the bridge between the S/4

HANA 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/4

HANA 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/4

HANA 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/4

HANA interface (including Fiori applications), ticketing workflows, and priority levels
Align ticketing tools to handle S/4

HANA‑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 life cycles
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…