SAP Service Delivery Manager

Exp. Required: 9+ Year’s

Must Have Technical/Functional Skills

•             Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.

•             Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.

•             Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.

•             Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.

•             Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.

•             Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.

•             Excellent communication, customer management, escalation handling, and problem-solving skills.

Roles & Responsibilities

•             Own and manage end-to-end SAP service delivery operations, ensuring services are delivered as per agreed SLAs, KPIs, and contractual commitments.

•             Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.

•             Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.

•             Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.

•             Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.

•             Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.

•             Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.

•             Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.

•             Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.

Generic Managerial Skills, If any