SAP Service Delivery Leader

As an experienced Service Management professional in a large-scale and diverse environment with deep knowledge of SAP modules, you will play a crucial role in driving digital initiatives to elevate the ES - Service Delivery Organization at Birlasoft. Your responsibilities will include: - Championing initiatives under the Digital Roadmap, such as Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation. - Maintaining a comprehensive understanding of business objectives, processes, and supporting technology needs. - Building and nurturing relationships with key senior leadership across various functions. - Ensuring high performance in incidents, service requests, and change requests, with accurate reporting. - Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. - Analyzing organizational and internal processes to create strategies for service delivery optimization. - Owning the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews. - Monitoring, controlling, and supporting service delivery to ensure adherence to systems, methodologies, and procedures. - Recommending and implementing Service Improvement Plans, ensuring timely completion of actions. - Ensuring seamless releases for various change requests/projects. - Leading and mentoring a team of solution architects, project managers, and delivery specialists to foster a collaborative and high-performance team culture. - Overseeing the end-to-end project lifecycle, from requirements gathering to implementation and support. - Engaging with internal stakeholders and functional SPOCs to develop tailored solutions. - Assigning resources to projects based on skills, availability, and project requirements, and monitoring resource utilization. - Identifying and mitigating project risks and issues promptly, and implementing best practices for quality assurance and quality control in project delivery. - Staying up to date with industry trends and emerging technologies, and identifying opportunities for process improvements and efficiencies within the delivery team. Your experience in handling projects on SuccessFactors is preferred, along with qualities like a passion for Service Improvement, excellent leadership and people management skills, and the ability to work under pressure to meet deadlines. Your ITIL qualification and expert knowledge of ITIL disciplines will be essential in ensuring the successful delivery of projects at Birlasoft.,