SAP Service Delivery Leader

Job Description Empowered By Innovation Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company's consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group's 170-year heritage of building sustainable communities. Role and Key Responsibilities: Service Delivery Leadership: - Drive digital initiatives to elevate the ES - Service Delivery Organization, focusing on digital experience, speed, scalability, and resilience. - Champion initiatives under the Digital Roadmap, including Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation. - Maintain a comprehensive understanding of business objectives, processes, and supporting technology needs. - Build and nurture relationships with key senior leadership across various functions. - Ensure high performance in incidents, service requests, and change requests, with accurate reporting. - Take accountability for service delivery performance, meeting customer expectations, and driving future demand. - Analyze organizational and internal processes to create strategies for service delivery optimization. - Own the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews. - Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures. - Recommend and implement Service Improvement Plans, ensuring timely completion of actions. - Ensure seamless releases for various change requests/projects. - Experience handling projects on SuccessFactors is preferred. Qualities and Skills Required: - Experienced Service Management professional in a large-scale and diverse environment with deep knowledge of SAP modules - Proven experience leading large teams and managing third-party services. - ITIL Qualified with expert knowledge of ITIL disciplines. - Passion for Service Improvement. - Excellent leadership and people management skills, with a willingness to support and mentor junior staff. - Strong customer-facing/customer service skills and ability to work under pressure to meet deadlines. - Demonstrated initiative and proactive approach to daily tasks. Team Leadership: - Lead and mentor a team of solution architects, project managers, and delivery specialists. - Foster a collaborative and high-performance team culture. Project Management: - Oversee the end-to-end project lifecycle, from requirements gathering to implementation and support. - Develop and maintain project plans, budgets, and timelines. - Ensure project milestones are met and deliverables meet quality standards. Internal Stakeholder Engagement: - Build and maintain strong relationships with cross-functional teams, acting as a trusted advisor. - Collaborate with internal stakeholders and functional SPOCs to develop tailored solutions. Resource Allocation: - Assign resources to projects based on skills, availability, and project requirements. - Monitor resource utilization and make adjustments as needed. Risk Management: - Identify and mitigate project risks and issues promptly. - Proactively communicate with clients and internal stakeholders regarding project status and potential challenges. Quality Assurance: - Implement best practices for quality assurance and quality control in project delivery. - Conduct regular project reviews to ensure compliance with standards. Continuous Improvement: - Stay up to date with industry trends and emerging technologies. - Identify opportunities for process improvements and efficiencies within the delivery team.