Overview
SAP SuccessFactors Service Delivery Manager – Perth, Western Australia
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation by delivering AI‐powered core capabilities, agile digital at scale, and continuous improvement through an innovation ecosystem.
About the Role
We are seeking an experienced SuccessFactors Service Delivery & Implementation Manager to lead new SuccessFactors project deployments, drive on‐site client engagement, and oversee innovation‐led enhancements across the HR technology landscape. This role blends project delivery, service management, and continuous improvement to ensure high‐quality implementations while driving adoption of new capabilities, including AI‐enabled HR innovations, automation, and experience enhancements.
Key responsibilities are organized into six main areas that encompass the full project lifecycle, service delivery, innovation, stakeholder management, global delivery coordination, and change management.
Key Responsibilities
* SuccessFactors Project Delivery (New Implementations)
o Lead end‐to‐end SuccessFactors implementations (Employee Central and additional modules), including requirements, design, build, test, cutover, and go‐live.
o Run onsite workshops for discovery, blueprinting, and solution validation.
o Ensure alignment with business objectives, regulatory requirements, and HR transformation roadmaps.
o Oversee data migration, integration readiness, and organisational change readiness.
o Drive quality assurance across configuration, testing cycles (SIT/UAT), and release cycles.
* Service Delivery, Support & Operations Excellence
o Oversee day‐to‐day support operations (incidents, requests, defects, enhancements) post go‐live.
o Ensure SLAs/OLAs are met and maintain operational stability and system performance.
o Monitor ticket trends and drive system optimisation based on analytics.
o Implement strong incident, problem, and change management practices.
* Innovation, Automation & AI‐Enabled HR Improvements
o Identify opportunities to incorporate SuccessFactors latest releases, AI‐driven capabilities, automation, and process optimisation.
o Drive adoption of new SAP innovations (e.g., Joule, AI copilot, automation tools, continuous performance enhancements).
o Lead innovation pilots, proof‐of‐concepts, and experience‐improvement initiatives.
o Promote best practices in digital HR experience, employee engagement, and process simplification.
* Stakeholder & Onsite Client Management
o Serve as the primary onsite contact for HR, IT, Transformation, and business stakeholders.
o Conduct project steering committees, operational service reviews, and governance meetings.
o Manage communication, expectations, risks, escalations, and delivery outcomes with clarity and confidence.
o Build strong relationships across business units to promote system adoption and continuous value.
* Onshore–Offshore Global Delivery Management
o Lead and coordinate both onsite and offshore delivery teams.
o Ensure structured hand‐overs, adherence to SOPs, and alignment across time zones.
o Mentor team members, drive capability uplift, and foster a culture of ownership and innovation.
* Change Requests, Enhancements & Release Management
o Oversee assessment, estimation, and delivery of change requests and enhancements.
o Manage release plans, regression testing, deployment governance, and communication.
o Drive continuous improvement cycles based on user feedback and analytics.
Required Skills & Experience
* 8–12+ years in SAP SuccessFactors implementation and support, including project delivery.
* Strong hands‐on experience in Employee Central plus at least one additional module.
* Previous experience leading on‐site engagements with senior business stakeholders.
* Proven track record in delivering new SuccessFactors projects (greenfield or major enhancement programmes).
* Strong knowledge of ITIL processes and service delivery excellence.
* Experience with global delivery models (onshore–offshore).
* Familiarity with AI‐driven HR innovations and digital transformation trends.
* Excellent communication, facilitation, and stakeholder management skills.
Preferred Qualifications
* Experience in regulated industries (public sector, financial services, government).
* SAP certifications (SuccessFactors Associate/Professional level).
* Exposure to SAP BTP, SAP CPI integrations, workflow automation, or HR analytics.
* ITIL, PMP, PRINCE2 or similar certifications.
Benefits
* Life, Trauma & Income Protection Insurance
* Health and Well‐being programmes
* Marraile Holidays & Healthcare
* Access to Fitness and Gym Memberships
* Employee Assistance Program (EAP)
* Flexible working arrangements (hybrid, based on role and business needs)
In addition to compensation aligned with your role, you'll have access to a wide range of benefits that support your health, career growth, and overall well‐being.
Recruitment & Selection Process
Our recruitment and selection process is designed to create the best match for both you and Infosys. Depending on the role, it may include an initial screening, technical or functional interviews, and conversations focused on cultural alignment and shared values. We are committed to making the experience transparent, respectful, and engaging at every step.
At Infosys, we recognise that everyone has individual requirements. If you are a person with a disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team via email, Infosys_ta@infosys.com, or call 1‐866‐472‐0935.
Please note that Infosys does not accept unsolicited resumes from third‐party vendors. All recruitment activity must be coordinated through the Talent Acquisition department.
All aspects of employment at Infosys are based on merit, competence, and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal‐opportunity employer.
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