Job Description
Role Overview We are seeking an experienced SAP Service Delivery Manager to lead end-to-end service delivery across a global SAP landscape, ensuring high-quality, scalable, and efficient operations aligned with business objectives. This role will be responsible for managing SAP application support, driving continuous improvement, and ensuring seamless integration across business functions in a hybrid/cloud environment. The ideal candidate will have strong experience in modern SAP ecosystems including S/4HANA, SAP BTP, and cloud-based delivery models, along with a solid foundation in ITIL-based service management. --- Key Responsibilities Service Delivery & Operations Own and manage end-to-end SAP service delivery across global regions, ensuring adherence to SLAs, KPIs, and customer satisfaction targets Oversee incident, problem, change, and release management processes in line with ITIL best practices Manage SAP application support across modules such as S/4HANA (Finance, SD, MM), SuccessFactors, Ariba, and integrated platforms Ensure smooth transition from project delivery to steady-state support (hypercare to BAU) SAP Landscape & Technology Management Manage complex SAP landscapes including S/4HANA, SAP BTP, cloud (RISE with SAP), and hybrid environments Ensure effective integration across SAP and non-SAP systems using modern middleware (e.g., SAP Integration Suite) Drive adoption of SAP ALM tools (Solution Manager / SAP Cloud ALM) Stakeholder & Business Engagement Act as the primary interface between business stakeholders, IT teams, and external partners Engage with senior leadership to align service delivery with business priorities Manage stakeholder expectations and provide regular updates on service performance and improvements Continuous Improvement & Transformation Identify and implement automation opportunities (AIOps, monitoring, self-healing systems) Drive continuous service improvement initiatives using data-driven insights Support digital transformation initiatives, including S/4HANA migration and cloud adoption Governance & Compliance Ensure adherence to global templates, governance models, and compliance standards Monitor and improve operational processes, system performance, and service quality Manage vendor and partner relationships, including offshore delivery teams Team Leadership Lead and coordinate global, cross-functional teams (onshore/offshore model) Mentor team members and promote a culture of collaboration and accountability Ensure effective knowledge transfer across delivery and support teams --- Key Competencies Service Delivery Excellence Stakeholder Management Global Team Leadership Problem Solving & Decision Making Continuous Improvement Mindset Strong Communication & Influencing Skills
