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Now viewing: SAP Service Delivery Manager
TC
Tata Consultancy Services Limited
SAP Service Delivery Manager
Job Description
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.