SAP -Service Delivery Manager

Total Experience: 12-14 Years

Location: Mumbai and Bangalore

About the Role

We are seeking an experienced SAP Service Delivery Manager to lead end-to-end service delivery for SAP solutions, including ECC and S/4HANA. This role requires strong client relationship management, operational excellence, and strategic planning to ensure high-quality delivery and customer satisfaction.

Key Responsibilities

• Client Relationship Management
• Serve as the primary point of contact for SAP service delivery.
• Build and maintain strong client relationships to align services with business needs.
• Service Delivery Oversight
• Manage day-to-day operations including incident management, change requests, and enhancements.
• Ensure compliance with SLAs and contractual obligations.
• Project & Resource Management
• Plan and execute SAP projects, ensuring timely delivery and adherence to quality standards.
• Allocate and manage resources across global delivery centers.
• Operational Excellence
• Monitor KPIs and service metrics; prepare weekly burn reports, monthly trend analysis, and quarterly business reviews.
• Identify and implement service optimization strategies.
• Financial & Strategic Planning
• Manage account budgets, margins, and profitability.
• Support onboarding of new accounts and retention of existing ones.
• Align SAP service delivery with clients short- and long-term business goals.

Required Skills & Qualifications

• Experience: 1214+ years in SAP service delivery (ECC & S/4HANA).
• SAP Expertise: Functional knowledge in modules such as OTC, PTP, FTM, Finance, Logistics.
• Leadership: Proven experience managing teams of 20+ across global delivery centers.
• Communication: Strong client-facing and executive-level communication skills.
• Process Knowledge: Familiarity with ITIL frameworks and Capgemini delivery methodologies.
• Compliance: Understanding of regulatory requirements (SOX).