Hypercare Strategy And PlanningAs the Head of SAP Hypercare & Service Introduction, you will be responsible for managing the hypercare activities and coordinating across multiple teams to ensure a seamless transition to the new S/4HANA environment for the business. This includes:Develop a robust hypercare strategy and plan to mitigate risks and ensure a seamless go-live.Collaborate with the broader program team to align the hypercare approach with the overall implementation timeline and cutover plan.Stakeholder Alignment And ManagementEstablish strong working relationships with key stakeholders, including business leaders, IT teams, and implementation partners.Facilitate effective communication and coordination to ensure a unified approach to hypercare.Manage stakeholder expectations and escalate critical issues to senior management as needed.Process OptimizationReview and optimize ITIL processes to ensure they are fit-for-purpose in the new S/4HANA environment.Leverage ServiceNow to streamline incident management, problem-solving, and service delivery.Identify areas for process improvement and work with the relevant teams to implement changes.Knowledge Transfer And Capability BuildingDevelop training and knowledge-sharing programs to upskill the internal IT and business teams.Ensure the transfer of critical knowledge and skills from the implementation partners.Build a sustainable hypercare capability within the organization.Continuous Improvement And Lessons LearnedContinuously monitor the performance of the hypercare function and identify areas for improvement.Conduct thorough post-implementation reviews to capture lessons learned and incorporate them into future hypercare strategies.To be successful in this role, you will need to thrive in a high-pressure, fast-paced environment. Strong multitasking, prioritization, and stakeholder management skills are essential.Key RequirementsMust have experience with SAP S/4HANA implementations, preferably in large-scale, complex environments.Proven track record in project/program management, with the ability to coordinate multiple workstreams.Must have experience developing a robust hypercare strategy and plan to mitigate risks and ensure a seamless transition post go-live.Excellent understanding of ITIL processes and experience using ServiceNow.Ability to work collaboratively with cross-functional teams and manage outcomes.Strong problem-solving and decision-making skills.Based in Auckland, New Zealand.This is an exciting opportunity to play a pivotal role in one of the largest implementations of the SAP S/4HANA solution. If you have the skills and experience to excel in this challenging yet rewarding role, we'd love to hear from you.
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