SAP Service Delivery Operations Lead

1 week ago

Delhi, Delhi, India Dairy Day Full time

Dairy Day, a leading ice cream brand in India, is seeking a seasoned SAP Service Delivery Operations Lead to join its team. This key role will be responsible for ensuring the smooth delivery of SAP services, maintaining high system availability and performance, and fostering strong relationships with IT Business Partners and business teams.

About Dairy Day

With over 20 years of experience in the Indian market, Dairy Day has established a significant presence across South India, with its products available in over 65,000 stores. As a result, the company is expanding its operations and seeks an experienced professional to oversee its SAP service delivery operations.

Job Description

The successful candidate will have a minimum of 10-12 years of experience in SAP Service Delivery Management or Project Management within an SAP S/4 HANA ecosystem. They should possess excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.

Responsibilities
  • Stakeholder Engagement: Act as the primary point of contact for business stakeholders and IT Business Partners regarding SAP service delivery, ensuring alignment between IT services and business needs.
  • Service Delivery Management: Oversee daily operations, including incident management and service request management from response to resolution, ensuring delivery of SAP services with high system reliability, optimal performance, and adherence to defined SLAs.
  • Team Leadership & Coordination: Lead and coordinate SAP support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.
  • Vendor Management: Collaborate with external vendors, such as support partners and SAP, ensuring service quality, contract compliance, and timely resolution of vendor-related or product-related issues.
  • Continuous Improvement: Drive process improvements for SAP service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.
  • Change Management: Oversee SAP change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards.
  • Performance Monitoring & Reporting: Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.
  • Budget & Resource Management: Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.
  • Controls & Compliance: Ensure compliance of the SAP landscape with ITGC audit and contractual parameters.
Requirements
  • Minimum 10-12 years of relevant experience in SAP Service Delivery Management or Project Management in an SAP S/4 HANA ecosystem.
  • Familiarity with ITIL or similar service management frameworks.
  • Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.
  • Analytical mindset with the ability to translate data into actionable insights and recommendations.
  • Good to Strong knowledge of SAP modules and SAP Technical Platform (e.g., FI, CO, MM, SD, PP, QM, CPI, BTP).
  • Good to Strong understanding of SAP Basis, SAP Solution Manager, and system monitoring tools.
  • Proven experience in managing medium to large-scale SAP environments and cross-functional support teams.
Salary Range:

Rs. 25,00,000 - Rs. 35,00,000 per annum, depending on qualifications and experience.

Contact Information

Please submit your CV at [insert link].

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