SAP HCM Service Delivery Lead

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Date: 09-Jun-2022

Location: Bellville, Western Cape, South Africa

Company: Sanlam Group

Who are we?

Sanlam Group Technology is responsible for the provision of a digitally enabled technology service as a group COE, drive business and transformation and provide group-wide digital and data architecture. We operate the various technology platforms and shared services, ensure Cyber and Information Security resilience, and act as technology governance and risk orchestrator for technology across Sanlam.

What will you do?

As an SAP HCM Service Delivery Lead, you will be responsible to oversee and maintain smooth technical support operations within the SAP ECC HCM and Success Factors platform as a service.

You will report to the Head of SAP Centre of Expertise (CoE) within Sanlam Group Technology (SGT), a Retail Affluent division and collaborate with direct and indirect teams to ensure governance, adherence, seamless service delivery and top-notch client support.

Your client, Human Resources Shared Services (HRSS) in Group HR, provides a chargeable offering to approximately 35 businesses in Sanlam Group and is responsible for, amongst others, HR and payroll processing, payroll payments and reconciliations, manning the HR service desk, translating business requirements into change requests, and high-level troubleshooting in the centralised HCM system.

You will maintain a close client and SAP CoE relationship to effectively support SLA’s and OLA’s between SGT and HRSS.

You will lead teams of developers, testers and application security specialists to deliver system and user access change requests for both business as usual and projects where applicable.

You will ensure all periodic system upgrade and maintenance activities are successfully completed.

You will oversee the design of complicated, high-impact system requirements to address potential risks to integration, usability and deadlines.

You will mentor, support and guide team members towards common goals.

What will make you successful in this role?

  • Receive, assess and allocate JIRA requests 
  • Ensure periodic client cadences for alignment, prioritisation and escalation activities
  • Ensure adequate resource levelling in response to backlog and incoming JIRA requests
  • Ensure adherence to Release, Incident and SAP Change Management procedures
  • Ensure audit compliance in user access and change management
  • Ensure all SAP HCM legislative changes are addressed
  • Ensure all system upgrades and maintenances activities are planned and successfully delivered
  • Ensure alignment with SAP CoE governance, procedures and principles


  • Bachelor’s degree or Diploma, preferably in Computer Science, Information Systems or related 
  • ITIL Certification or similar


  • At least 8 years in SAP Service delivery and/or SAP HCM Team Lead
  • At least 5 years in technical support of SAP HCM and/or Success Factors
  • Involvement in 2-3 full life SAP HCM cycle projects 


  • Ability to interpret and interrogate written requirements specification documents
  • Ability to prioritise tasks 
  • Ability to deliver in accordance with strict deadlines
  • Ability to negotiate with various stakeholders
  • Ability to maintain delivery momentum
  • Excellent interpersonal and communication (written and verbal) skills


  • Advanced knowledge of SAP service delivery principles
  • Advanced knowledge of planning deliverables i.e. timelines and resources
  • Technical knowledge of SAP Payroll, Time Management, Personnel Administration and Organisational management
  • Technical knowledge of Success Factors Onboarding, Recruiting and Employee Central
  • Technical knowledge of SAP Self Service applications will be advantageous
  • Technical knowledge of Success Factors Talent modules will be advantageous
  • Advanced knowledge of system change management processes preferably using JIRA or similar
  • Understanding Waterfall methodology
  • Understanding Agile methodologies will be advantageous
  • Understanding SAP ABAP will be advantageous

Knowledge and Skills

SAP process design
Quality, Compliance and Accreditation
Business Requirements Definition
SAP Technologies
Reporting and Administration

Personal Attributes

Organisational savvy - Contributing through others
Decision quality - Contributing through others
Optimises work processes - Contributing through others
Being resilient - Contributing independently
Plans and aligns - Contributing independently
Collaborates - Contributing independently
Drives results - Contributing strategically

Build a successful career with us

We’re all about building strong, lasting relationships with our employees. We know that you have hopes for your future – your career, your personal development and of achieving great things. We pride ourselves in helping  our employees to realise their worth. Through its four business clusters – Sanlam Life and Savings, Sanlam Investment Group, Sanlam Emerging Markets, Santam, as well as MiWay and the Group Office – the group provides many opportunities for growth and development.

Core Competencies

Cultivates innovation - Contributing through others
Customer focus - Contributing through others
Drives results - Contributing through others
Collaborates - Contributing through others
Being resilient - Contributing through others

Turnaround time

The shortlisting process will only start once the application due date has been reached. The time taken to complete this process will depend on how far you progress and the availability of managers. 

Closing Date: 25 March 2022

Our commitment to transformation

The Sanlam Group is committed to achieving transformation and embraces diversity.  This commitment is what drives us to achieve a diverse, inclusive and equitable workplace as we believe that these are key components to ensuring a thriving and sustainable business in South Africa.  The Group's Employment Equity plan and targets will be considered as part of the selection process.