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TC
Tata Consultancy Services Limited
SAP Service Delivery Manager
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What they do
A Technical Program Manager oversees all aspects of technical projects for their organization. They focus on overseeing the development, implementation, and delivery of technical solutions or products, often involving software development, hardware engineering, or IT infrastructure. They may be responsible for initiating programs, monitoring their progress, and providing technical support if issues arise.
$172,726 / year median in New Jersey
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.