{"id":2816939,"url":"https://alion.io/job/hcltech-senior-project-manager-20","title":"Senior Project Manager","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":31000,"max_usd":70000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":6387},"experience_years_min":15,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false},{"name":"Shift-Left","optional":false},{"name":"Shift-Left Security","optional":false},{"name":"Scrum","optional":true}],"status":"live","first_seen_at":"2026-10-18T14:05:38Z","employer_posted_date":"2026-10-18","last_verified_at":"2026-10-21T04:21:29Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Job Summary\nRole Summary\nWe are seeking an accomplished SAP Service Delivery Manager with 15-18 years of experience to lead an SAP AMS engagement for a defense customer in the UAE. The role requires strong service delivery leadership and deep functional expertise in either Record to Report (RTR) or Procure to Pay (PTP). The incumbent will own end-to-end service performance, customer governance, operational stability, security compliance, team leadership, financial management, and continuous improvement across the SAP landscape.\nKey Responsibilities\nOwn end-to-end SAP AMS delivery across L2/L3 functional, technical, Basis, security, integration, and reporting workstreams.\n\nAct as the primary customer-facing delivery leader and escalation point, ensuring service quality, business continuity, stakeholder confidence, and contractual compliance.\n\nManage SLAs, KPIs, OLAs, service credits, backlog, ticket aging, resolution quality, system availability, and customer satisfaction.\n\nLead ITIL-aligned Incident, Major Incident, Problem, Change, Release, Service Request, Knowledge, and Configuration Management processes.\n\nEstablish daily operational reviews, weekly governance, monthly service reviews, quarterly executive reviews, and transparent reporting of risks, issues, actions, and dependencies.\n\nCoordinate critical incident response, business communications, root-cause analysis, corrective actions, and prevention of recurring defects.\n\nProvide functional leadership for RTR or PTP, review solution designs and changes, and ensure support outcomes align with finance, procurement, and control objectives.\n\nManage demand, minor enhancements, releases, testing, cutover, hypercare, and transition-to-support activities.\n\nLead capacity planning, staffing, utilization, shift coverage, succession planning, training, cross-skilling, and performance enablement for distributed teams.\n\nOwn delivery financials, including budgeting, forecasting, effort consumption, productivity, profitability, change requests, and margin improvement.\n\nDrive automation, self-service, shift-left, knowledge reuse, monitoring, problem elimination, and measurable continual service improvement.\n\nEnsure adherence to customer security policies, UAE regulatory expectations, segregation of duties, access controls, data handling requirements, audit evidence, and approved operating procedures.\n\nWork with customer leadership, business process owners, SAP CoEs, vendors, and infrastructure teams to maintain a secure and resilient service.\n\nRequired Functional Expertise\nRecord to Report (RTR):Strong expertise in SAP FI/CO processes, including general ledger, accounts payable/receivable integration, asset accounting, bank accounting, cost center and profit center accounting, intercompany processing, allocations, period-end and year-end close, financial reporting, reconciliation, controls, and integration with MM, SD, PS, and other relevant modules.\nProcure to Pay (PTP):Strong expertise in SAP MM and related finance integration, including requisitioning, sourcing support, purchase orders, service procurement, inventory and goods receipt, invoice verification, three-way matching, vendor master governance, payment integration, release strategies, subcontracting, procurement controls, and integration with FI/CO, WM/EWM, Ariba, and other relevant solutions.\nKey Responsibilities\nDefense-Customer and Security Expectations\nDemonstrated ability to operate in a highly controlled, mission-critical, and audit-intensive environment.\n\nStrict adherence to confidentiality, need-to-know access, customer site protocols, secure communication channels, and data residency requirements.\n\nExperience coordinating privileged access, segregation-of-duties controls, vulnerability remediation, emergency changes, audit requests, and security incident escalation.\n\nAbility to satisfy customer-mandated background screening, access authorization, and onsite working requirements, where applicable.\n\nStrong discipline in maintaining complete operational records, approvals, evidence, and traceability for production activities.\n\nQualifications and Experience\n15-18 years of overall SAP experience, including substantial experience leading SAP AMS or production support engagements.\n\nAt least 5 years in Service Delivery, Engagement Management, Program Management, or an equivalent customer-facing leadership role.\n\nDeep functional expertise in either SAP RTR (FI/CO) or PTP (MM with FI integration); working knowledge of the complementary value stream is preferred.\n\nStrong experience with SAP ECC and/or SAP S/4HANA support, enhancements, integrations, upgrades, and service transitions.\n\nProven management of large, multi-vendor, multi-location teams supporting business-critical operations and, preferably, 24×7 services.\n\nStrong understanding of ITSM tools such as ServiceNow or Solution Manager, operational dashboards, service reporting, and knowledge management.\n\nExperience in regulated, government, aerospace, defense, security-sensitive, or similarly controlled environments is highly desirable.\n\nBachelor’s degree in Engineering, Computer Science, Information Systems, Finance, Supply Chain, or a related discipline.\n\nITIL certification is strongly preferred; PMP, PRINCE2, Scrum, SAP Activate, or relevant SAP certification is advantageous.\n\nExcellent English communication, executive presentation, negotiation, conflict-resolution, and stakeholder-management skills; Arabic capability is an advantage.\n\nCore Competencies\nCustomer-centric service leadership and executive stakeholder management\n\nOperational governance, risk management, and decisive escalation leadership\n\nCommercial acumen, contract interpretation, budgeting, and profitability management\n\nStructured problem solving, root-cause analysis, and data-driven decision-making\n\nTeam leadership, coaching, collaboration, and accountability\n\nContinuous improvement, automation, and transformation mindset\n\nKey Success Measures\nConsistent achievement of agreed SLAs, KPIs, availability, resolution, and customer-satisfaction targets.\n\nReduction in critical incidents, ticket backlog, aging, repeat defects, and mean time to restore service.\n\nSuccessful completion of audits with timely closure of security, compliance, and control observations.\n\nImproved productivity, automation adoption, knowledge coverage, service stability, and cost efficiency.\n\nPredictable delivery of enhancements, releases, transitions, and business-critical period-end activities.\n\nStrong team retention, capability development, stakeholder confidence, and delivery profitability.\n\nSkill Requirements\nOther Requirements","description_format":"text","description_chars":6646,"description_truncated":false,"requirements":{"experience_years_min":15,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","IT Outsourcing & Dedicated Teams","Systems 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