Sap Service Delivery Manager

3 days ago

Bengaluru, Karnataka, India Motiveminds Consulting Full time

Role & responsibilities

Job Title: IT Service Delivery Manager With SAP

Location: Bangalore

Summary : The IT Service Delivery Manager With SAP is responsible for ensuring the seamless delivery, support, and continual improvement of SAP and connected applications for customer organizations. This role oversees SAP & connected applications operations, ensures adherence to SLAs, drive continuous improvement initiatives and works closely with business stakeholders to drive system stability, process optimization, and value realization.

Key ResponsibilitiesService Delivery & Operations

  • Lead end-to-end delivery of SAP support services.
  • Ensure uninterrupted SAP system availability and optimum system performance.
  • Manage incident, problem, and change management processes according to ITIL standards.
  • Coordinate resolution of SAP-related issues across internal teams and external partners.
  • Drive root cause analysis and implement corrective/preventive actions to reduce recurring issues.

Stakeholder & Business Engagement

  • Act as the primary point of contact between business teams and SAP technical teams.
  • Understand business requirements and translate them into actionable IT deliverables.
  • Support business process improvements and digital transformation initiatives leveraging SAP.

Vendor & Partner Management

  • Manage SLAs and performance for SAP service providers and AMS partners.
  • Evaluate and optimize vendor performance, contracts, and service quality.
  • Oversee ticket escalation and ensure timely resolution from vendors.

Governance, Compliance & Continuous Improvement

  • Maintain SAP service delivery dashboards, metrics, and documentation.
  • Ensure compliance with internal policies, SOX, audit requirements, and data security standards.
  • Identify opportunities for automation, standardization, and SAP enhancement projects.

Project & Release Management

  • Lead SAP upgrades, rollouts, enhancement projects, and integrations.
  • Coordinate release deployment, testing cycles, and user acceptance testing (UAT).
  • Ensure project timelines, budgets, and resource plans are met.

SkillsExperience

  • 10+ years of IT experience with at least 5 years in SAP service delivery/support management.
  • Proven experience managing SAP ECC/S4 HANA environments preferred.
  • Background working in global delivery models (onshoreoffshore) is an advantage.

Technical & Professional Skills

  • Decent understanding of SAP core modules and business processes.
  • Knowledge of integration across SAP and non-SAP systems.
  • Expertise in ITIL framework and service management processes.
  • Experience with ticketing systems.
  • Excellent analytical, communication, and stakeholder management skills.

Key Competencies

  • Leadership & team management
  • Problem-solving & decision making
  • Customer-centric approach
  • Ability to work in a fast-paced and complex environment

Additional Certifications (Preferred)

  • ITIL Foundation / Intermediate
  • SAP technical or functional certifications (optional but advantageous)
  • PMP / PRINCE2 (plus)

KPIs / Performance Indicators

  • SLA adherence & service uptime
  • Ticket backlog reduction and closure rate
  • Customer satisfaction (CSAT) scores
  • Delivery cost optimization
  • Business adoption of SAP enhancements
  • Additional customer mandated KPIs

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