Sap Service Delivery Manager

Role & responsibilities

Job Title: IT Service Delivery Manager With SAP

Location: Bangalore

Summary :

Key ResponsibilitiesService Delivery & Operations

• Lead end-to-end delivery of SAP support services.
• Ensure uninterrupted SAP system availability and optimum system performance.
• Manage incident, problem, and change management processes according to ITIL standards.
• Coordinate resolution of SAP-related issues across internal teams and external partners.
• Drive root cause analysis and implement corrective/preventive actions to reduce recurring issues.

Stakeholder & Business Engagement

• Act as the primary point of contact between business teams and SAP technical teams.
• Understand business requirements and translate them into actionable IT deliverables.
• Support business process improvements and digital transformation initiatives leveraging SAP.

Vendor & Partner Management

• Manage SLAs and performance for SAP service providers and AMS partners.
• Evaluate and optimize vendor performance, contracts, and service quality.
• Oversee ticket escalation and ensure timely resolution from vendors.

Governance, Compliance & Continuous Improvement

• Maintain SAP service delivery dashboards, metrics, and documentation.
• Ensure compliance with internal policies, SOX, audit requirements, and data security standards.
• Identify opportunities for automation, standardization, and SAP enhancement projects.

Project & Release Management

• Lead SAP upgrades, rollouts, enhancement projects, and integrations.
• Coordinate release deployment, testing cycles, and user acceptance testing (UAT).
• Ensure project timelines, budgets, and resource plans are met.

SkillsExperience

• 10+ years of IT experience with at least 5 years in SAP service delivery/support management.
• Proven experience managing SAP ECC/S4 HANA environments preferred.
• Background working in global delivery models (onshoreoffshore) is an advantage.

Technical & Professional Skills

• Decent understanding of SAP core modules and business processes.
• Knowledge of integration across SAP and non-SAP systems.
• Expertise in ITIL framework and service management processes.
• Experience with ticketing systems.
• Excellent analytical, communication, and stakeholder management skills.

Key Competencies

• Leadership & team management
• Problem-solving & decision making
• Customer-centric approach
• Ability to work in a fast-paced and complex environment

Additional Certifications (Preferred)

• ITIL Foundation / Intermediate
• SAP technical or functional certifications (optional but advantageous)
• PMP / PRINCE2 (plus)

KPIs / Performance Indicators

• SLA adherence & service uptime
• Ticket backlog reduction and closure rate
• Customer satisfaction (CSAT) scores
• Delivery cost optimization
• Business adoption of SAP enhancements
• Additional customer mandated KPIs