Job Title: IT Service Delivery Manager – With SAP
Location: Bangalore
Role 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 Responsibilities
Service 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.
Skills
Experience
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 (onshore–offshore) 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
