12-18 Years Location India / Global Delivery Model Job Summary The SAP Service Delivery Manager is responsible for overseeing the end-to-end delivery of SAP services across AMS, enhancements, projects, and transformation initiatives. The role ensures delivery excellence, customer satisfaction, SLA compliance, financial governance, workforce planning, and continuous service improvement while acting as the primary interface between customers and delivery teams. Key Responsibilities Service Delivery & Operations Own end-to-end SAP service delivery across multiple engagements and SAP landscapes. Ensure compliance with contractual obligations, SLAs, KPIs, and governance commitments. Drive service quality, operational excellence, and customer satisfaction. Lead incident, problem, change, release, and service transition management activities. Manage service escalations and ensure timely resolution of critical issues. Customer & Stakeholder Management Serve as the single point of contact for customer leadership and key stakeholders. Conduct governance reviews, service reviews, and executive presentations. Build trusted client relationships and identify opportunities for service improvement. Translate business requirements into delivery strategies and execution plans. SAP Delivery Governance Govern SAP AMS, support, enhancement, rollout, and transformation projects. Ensure adherence to SAP best practices, architecture standards, and quality frameworks. Support S/4HANA transformation, migration, and modernization initiatives. Collaborate with SAP functional, technical, Basis, security, and integration teams. Financial & Commercial Management Manage revenue, margins, profitability, and cost optimization for assigned accounts. Track effort utilization, resource productivity, and budget adherence. Support renewals, change requests, statement of work (SOW) reviews, and growth opportunities. Ensure accurate forecasting and financial reporting. Resource & Capability Management Lead global delivery teams across onsite, nearshore, and offshore locations. Drive workforce planning, resource allocation, competency development, and succession planning. Participate in hiring, onboarding, mentoring, and performance coaching. Manage capacity planning and demand forecasting. Continuous Improvement & Innovation Identify automation opportunities and leverage AI-driven delivery models. Drive process improvements, productivity enhancements, and operational efficiencies. Promote standardization, reuse, and knowledge management practices. Support transformation and innovation initiatives within SAP services. Required Skills SAP Expertise Strong understanding of SAP ERP, ECC, and S/4HANA environments. Experience across SAP modules such as FI/CO, MM, SD, PP, WM/EWM, Basis, Security, BW, SuccessFactors, Ariba, BTP, CPI, etc. Knowledge of SAP landscapes, integrations, and cloud technologies. Service Delivery Management ITIL Service Management expertise. SLA/KPI governance and operationa
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