SAP Service Delivery Manager

Location

: Wilmington, DE

Experience

: 10 - 15 Years

Apply By

: 23rd November 2026

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.
  Generic Managerial Skills, If any
  
• Strong leadership and people management skills with experience managing global, distributed teams.
  
• Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
  
• Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.

Base Salary Range :

$130,000 to $180,000 Per Annum

TCS Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage:

Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support:

Maternal & Parental Leaves.

Insurance Options:

Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth:

Commuter Benefits & Certification & Training Reimbursement.

Time Off:

Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance:

Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Location

Wilmington, DE

Function

TECHNOLOGY

Role

Engineer

ID

434061

Skills

Service Management

Salary Range

$130,000 - $180,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER

SCIENCE