SAP Service Delivery Manager

• 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.

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.