SAP Service Introduction Lead

<div class="content-intro"><div> <div> </div> <div>At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. </div> <div> </div> <div>Join Accenture Federal Services, a technology company within global Accenture. Recognized as a Glassdoor Top 100 Best Place to Work, we offer a collaborative and caring community where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. </div> <div> </div> <div>Join us to drive positive, lasting change that moves missions and the government forward!</div> <div> </div> </div></div><p><strong>You Are: SAP Service Introduction Lead</strong></p> <p><strong>The Work:</strong></p> <p>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.</p> <p><strong>Key Responsibilities:</strong></p> <ul> <li>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</li> <li>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</li> <li>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</li> <li>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</li> <li>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</li> <li>Align ticketing tools to handle S/4HANA-specific incident routing, category codes, and automated workflows.</li> <li>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</li> <li>SLA Baseline Monitoring: Monitor initial Service Level Agreements (SLAs) during Hypercare, including Incident Response Times and Resolution Times, to identify support bottlenecks</li> <li>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.</li> </ul> <p><strong>Here’s What You Need:</strong></p> <ul> <li>4+ years of experience in IT Service Management (ITSM), including experience managing service transition or service introduction for large-scale ERP or SAP environments</li> <li>Strong practical knowledge of ITIL Service Transition and Service Operation lifecycles</li> <li>Familiarity with SAP application support structures, user provisioning processes, and basic Fiori/GUI navigation to understand support desk needs</li> <li>Proven ability to negotiate and secure agreement on handover criteria between separate project delivery teams and operations teams</li> </ul> <p><strong>Eligibility Requirements:</strong></p> <ul> <li>US Citizen (no dual citizenship)</li> <li>Active Secret clearance required</li> <li>Willingness to travel up to 25%</li> </ul> <p><span style="color: rgb(236, 240, 241);"><span lang="EN-US"><strong>#LI-Platforms</strong></span> </span></p><div class="content-pay-transparency"><div class="pay-input"><div class="description"><p> </p> <p><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">As required by local law, Accenture Federal Services provides reasonable ranges of compensation for hired roles based on labor costs in the states of <strong>California, Colorado, Connecticut, Hawaii, Illinois, Maine, Maryland, Massachusetts, Minnesota, New Jersey, New York, Ohio, Vermont, Virginia, Washington, and the District of Columbia</strong></span></span><span class="TextRun SCXW225111203 BCX8" lang="EN-US" data-contrast="auto"><span class="NormalTextRun SCXW225111203 BCX8">. 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 fact