Service Delivery Manager- SAP

3 weeks ago

Gurgaon, Haryana, India Cloudologic Full time
Job Description

Company Description

Cloudologic is a prominent cloud consulting and IT service provider based in Singapore, with a deep-rooted presence in India. The company focuses on cloud operations, cyber security, and managed services. With a dedication to delivering high-quality services, Cloudologic has established itself as a dependable and valued partner for clients worldwide.

Job Summary:

This is a full time hybrid role for a Service Delivery Manager - SAP at Cloudologic. We are seeking a dynamic and experienced Service Delivery Manager (SDM) with strong expertise in SAP environments to oversee and manage the delivery of IT services and solutions to our clients or internal business units. The ideal candidate will act as a bridge between business operations, technical teams, and clients to ensure seamless delivery and continuous improvement of SAP-related services.

Key Responsibilities:

- Own end-to-end service delivery for SAP and related IT services, ensuring SLAs, KPIs, and performance standards are met.
- Coordinate with internal SAP functional/technical teams and external vendors to manage issue resolution, enhancements, and service requests.
- Act as the primary point of contact for SAP service-related escalations and problem management.
- Ensure successful incident, change, and problem management processes related to SAP systems.
- Drive regular service review meetings with stakeholders and provide performance reports.
- Collaborate with SAP project managers for service transition, knowledge transfer, and operational readiness.
- Identify areas for process optimization and work toward continuous service improvement.
- Support compliance with IT governance, audit, and security requirements, especially around SAP systems.
- Maintain up-to-date documentation for service processes, runbooks, and escalation paths.
- Provide leadership and mentoring to support teams involved in SAP service delivery.

Required Skills & Experience:

- 8+ years of experience in IT service delivery, with at least 35 years working in SAP environments (SAP ECC, S/4HANA, SAP BASIS, etc.).
- Strong understanding of SAP modules (e.g., FI, MM, SD, HR) and integration points.
- Experience managing cross-functional teams and third-party vendors in a support/service capacity.
- Familiarity with ITIL practices and service management tools (e.g., ServiceNow, Remedy).
- Excellent communication, stakeholder management, and conflict-resolution skills.
- Strong analytical mindset with attention to detail in service reporting and SLA tracking.
- Ability to manage multiple priorities in a fast-paced environment.

Preferred Qualifications:

- ITIL Foundation or Practitioner certification.
- SAP certification (e.g., SAP BASIS, SAP Functional Modules, or SAP S/4HANA).
- Project management experience or certification (PMP, PRINCE2) is a plus.

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