Job description

Role: SAP Associate Service Delivery Manager

Years of Experience: 8-10 Years

Location: TBD

Shifts: TBD

Job Summary:

The SAP Associate Service Delivery Manager is responsible for managing end-to-end SAP application support services for a large enterprise account, with a strong focus on service excellence, stakeholder management, and operational efficiency. This role acts as the single point of contact for the customer and internal teams, ensuring consistent delivery of high-quality support services aligned with SLAs, business priorities, and customer expectations.

Reporting to the Account Director, the role requires strong experience in SAP support delivery, ITIL-based service management, and team leadership across onsite and offshore models. The ideal candidate will have proven expertise in managing 24x7 support environments, driving process improvements, and ensuring high customer satisfaction, particularly within public sector engagements.

Key Skills

Must Have

• 8+ years of experience in IT consulting/services, with at least 5 years in Service Delivery Management
• Proven experience in managing SAP application support and/or SAP AMS engagements
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience in managing SLAs, service metrics, and continuous improvement initiatives
• Strong stakeholder management skills, including client-facing experience at senior levels
• Experience managing onsite, offshore, and distributed teams (including 24x7 support models)
• Strong people management skills including team development, retention, and performance management
• Experience in handling customer escalations and driving resolution within defined SLAs
• Strong commercial awareness including gross margin and cost management
• Excellent communication, reporting, and coordination skills

Nice to Have

• ITIL certification (strongly preferred)
• Experience in Public Sector projects
• Domain knowledge in Finance / Tax
• Postgraduate qualification in Management
• Experience in SAP change management and enhancement delivery
• Exposure to audit, compliance, and governance frameworks
• Familiarity with automation and service improvement tools

Key Responsibilities

Service Delivery Management

• Own and manage end-to-end SAP application support delivery, ensuring adherence to SLAs, KPIs, and quality benchmarks
• Act as the single point of contact for the customer, ensuring effective communication and service alignment
• Drive incident resolution, service requests, and problem management processes
• Monitor service performance, identify improvement opportunities, and implement process enhancements
• Ensure timely escalation and resolution of issues as per the defined escalation matrix
• Conduct regular service reviews, including weekly/monthly reporting and steering committee meetings
• Track and manage commercial aspects including billing, cost control, and gross margin

Stakeholder & Customer Management

• Build and maintain strong relationships with customer stakeholders and act as a trusted advisor
• Manage customer expectations, feedback, and escalations proactively
• Drive customer satisfaction initiatives, including CSAT surveys and improvement plans
• Provide regular updates to stakeholders on service performance, risks, and improvements

Team & People Management

• Lead and manage onsite and offshore SAP support teams, including 24x7 operations
• Define shift rosters and ensure optimal resource utilization
• Act as the primary point of contact for team members and ensure effective communication
• Drive team engagement, performance management, and retention while minimizing attrition risks
• Collaborate with resource management teams for proactive staffing and hiring decisions
• Ensure effective knowledge transfer and capability building within the team

Process & Governance

• Implement and drive ITIL-based service management processes across incident, problem, and change management
• Ensure adherence to internal and external compliance requirements
• Support internal and external audits and ensure process readiness
• Drive quality initiatives and promote a culture of continuous improvement
• Define and enhance processes to improve efficiency, service quality, and customer value

Operational Excellence & Continuous Improvement

• Identify opportunities for automation, efficiency, and service optimization
• Drive proactive problem management and root cause analysis
• Recommend system impro