SAP Service Delivery Manager

Job Description :

Key responsibilities:
As an SAP Service Delivery manager, the associate is expected to lead large Managed Services program with SAP at its core for multiple business lines with multiple landscapes and also provide oversight for delivery led growth for SAP Projects. Associate must have proven experience in managed services projects with strong orientation to ITIL best practices and expertise in leading SAP projects using SAP Activate Methodology.

Associate must have proven experience as lead in SAP projects and must have strong background in either SAP Finance or SAP Logistics and bring thought leadership, innovation, AI infusion, automation to improve productivity and efficiency in the processes.

The role carries end to end accountability for revenue growth, delivery ownership, financial performance, strengthening customer outcomes, customer delight and building a future ready talent ecosystem aligned to customer needs and Client''s strategic priorities.

Mandatory Skills:

·                  Must have atleast 15 years of SAP experience which must at least 7 years as SAP Service Delivery Manager and / or SAP Program Manager

·                  Must have strong hands-on experience in SAP FICO or SAP Logistics (MM/LE/WM) and good overall understanding of cross module integration and  SAP Technical aspects (ABAP, UI5/Fiori, Basis and Integration)

·                  Must have led two large managed services program with strong fundamentals on ITIL best practices for Incident Management, Service Request Management, Problem management, Manor Incident Management, RCA processes, Change & Release Management and proven record on value addition to customer. Must have implemented automation or simplification tents using AI in managed services or SAP projects

·                  Must have led atleast two large end to end SAP implementation projects using Activate Methodology

·                  This role is primarily for SAP Service Delivery Management and also expects to be the face of client for any SAP projects in terms of providing Governance and monitoring project health

·                  Must lead innovation, automation and AI infusion to simplify and automate the processes using latest SAP technologies - Gen AI & Joule. Be aware of AI offering.

·                  Coordinate with offshore team in terms of handling managed services function to comply with SLAs & KPIs and track customer sensitive aspects like ageing of tickets, resolving P1 & P2 within SLAs, Submission of RCAs and corrective actions on time, commitment tracker with high say - do ratio, ticket monitoring and analysis for improving productivity, left shift, development of chat-bots for self-help, improve FCR, timely resolution of customer sensitive issues etc

·                  Understand customer landscape, pain points, opportunities for consolidation, standardization and upgrades in SAP environment. Bring though leadership to showcase client capability and differentiators to drive delivery leg growth, proactive account mining and shaping of the projects. Provide oversight on project health and help stay green from start to end

·                  Excellent stakeholder management, communication, and leadership skills. Must have good & effective communication skills to engage customer and lead conversations as SAP lead for Managed services and / or SAP projects weekly, monthly and quarterly, strengthen customer relations and improve net promotors. Follow through on customer IT journey and engage client functions (sales, competency team and AI Innovation teams) to gain customer mind-share and lead conversations to opportunities for growth (pipeline conversion).

·                  AI Infusion: Drive delivery excellence through WeGA and Wings framework adoption, with a strong focus on AI infusion to improve productivity and deliver greater customer value.

·                  Deep capability in resource management, competency planning, and workforce development. Mentor and lead his next in line for project monitoring and control. Perform skill assessment and take interventions to address skill and competency gaps continually. Build and sustain a future-ready talent pipeline aligned with practice demand in collaboration with competency teams.

·                  Help in infusion of NGAs and promote associates to n+1 level continually and to projects and manage key talent and SMEs for knowledge retention and foster culture to learn, train and adopt SAP AI, develop use cases for AI and automation and proactively showcase team’s prowess on AI and innovation

·                  Act as the primary escalation point for delivery challenges, ensuring proactive risk identification and mitigation.

·                  Ensure efficient and timely resource fulfilment in collaboration with TSC, TA, and account teams, balancing margin, quality, and risk while minimizing escalations and revenue loss.

·                  Lead cost optimization initiatives across delivery and operations.