Manager | SAP SDM (Project Management) | Mumbai | SAP | DSA SAP Accounts
- Job requisition ID : 109549
- Location: Mumbai
- Entity: Deloitte Touche Tohmatsu India LLP
Delivery Manager | Enterprise Technology & Performance- SAP | SAP SDM-Project Manager
Location: Mumbai
The team
Enterprise technology has to do much more than keep the wheels turning; it is the engine that drives functional excellence and the enabler of innovation and long-term growth. Learn more about ET&P
Your work profile
We are seeking an experienced SAP Operate Project Manager to lead SAP Application Management Services (AMS) engagements, ensuring high-quality service delivery and adherence to contractual SLAs. The ideal candidate will have strong expertise in managing incident and service request lifecycles (P1, P2, P3, and P4), driving operational excellence, maintaining strong client relationships, implementing process improvements, reducing ticket volumes, and leveraging AI-driven solutions to enhance service efficiency.
Service Delivery & SLA Management
- Own end-to-end delivery of SAP AMS/Operate services.
- Monitor and manage SLA compliance across all incident priorities (P1, P2, P3, and P4).
- Ensure timely resolution of incidents, service requests, and problem tickets.
- Lead Major Incident Management activities and coordinate war-room calls for critical P1/P2 issues.
- Perform regular SLA reviews and implement corrective actions to improve service performance.
Client Relationship Management
- Act as the primary point of contact for client stakeholders.
- Conduct regular governance meetings, service reviews, and operational reviews.
- Build and maintain strong customer relationships through proactive communication and issue resolution.
- Drive customer satisfaction and continuously improve service delivery experience.
Team Leadership & Delivery Management
- Coordinate with SAP functional and technical teams to ensure timely ticket resolution.
- Track deliverables, escalations, and resource utilization.
- Drive accountability across teams and ensure adherence to project timelines and quality standards.
- Mentor team members and foster a culture of ownership and continuous improvement.
Process Excellence & SOP Governance
- Develop, maintain, and enhance Standard Operating Procedures (SOPs).
- Ensure compliance with ITIL-based incident, problem, change, and service request management processes.
- Identify operational bottlenecks and implement process optimization initiatives.
- Drive automation and standardization across support processes.
Ticket Reduction & Continuous Improvement
- Analyze ticket trends, recurring issues, and root causes.
- Develop and execute ticket reduction strategies through problem management and preventive actions.
- Implement knowledge management practices to improve first-time resolution rates.
- Drive continuous improvement initiatives to increase operational efficiency.
AI & Automation Enablement
- Identify opportunities to leverage AI, GenAI, automation tools, and intelligent monitoring solutions.
- Drive adoption of AI-powered knowledge management, ticket triaging, and self-service capabilities.
- Implement automation initiatives to reduce manual effort and improve support productivity.
- Measure and report AI-driven benefits, including ticket reduction and faster resolution times.
Reporting & Governance
- Prepare and present operational dashboards and management reports.
- Track key metrics including SLA compliance, MTTR, backlog, ticket aging, CSAT, and ticket reduction.
- Provide executive-level status updates and recommendations for service improvements.
Key Skills Required
- Bachelor's degree in Engineering, Information Technology, Computer Science, or related field.
- 10+ years of IT service delivery experience, with significant exposure to SAP AMS/Operate engagements.
- Strong understanding of SAP support landscapes including SAP S/4HANA, ECC, SAP Basis, and functional modules.
- Demonstrated experience managing P1, P2, P3, and P4 incidents within SLA commitments.
- Strong knowledge of ITIL processes and service management frameworks.
- Experience with ServiceNow, Jira, Remedy, or other ITSM tools.
- Proven client-facing and stakeholder management experience.
- Strong analytical, problem-solving, and communication skills.
- ITIL Foundation or Intermediate Certification.
- SAP Certification(s).
- Experience with AI/GenAI-driven service management solutions.
- Experience in automation platforms and operational excellence initiatives.
This role requires a proactive leader who can combine service delivery excellence, customer management, process optimization, and AI-driven transformation to deliver measurable business value.
