Chennai, Tamil Nadu
Job Summary
Strong communication with good stakeholder management skills
Familiarity with S4 and global templates/ roll outs including OTC, P2P, R@R, CPI/ Integration
Has led support/ Application Maintenance team of 50+ consultants for medium to large scale SAP systems
Managed P&L and understands the commercial construct well
Driving business aligned KPI and has sufficient exposure to working with business teams
ITIL certified
Automation/ Gen AI and AI Agent first mindset
Key Responsibilities
Client & Stakeholder Management
Serve as the primary point of contact for senior client stakeholders including CIO, CTO, and VP-level executives.
Build and sustain trusted, long-term client relationships; proactively manage client expectations and satisfaction.
Conduct regular service review meetings (weekly, monthly, quarterly) and present performance dashboards.
Drive account growth by identifying expansion opportunities, new service areas, and upsell potential.
Ensure contractual obligations are met and manage any scope change discussions professionally.
Manage a broad stakeholder landscape including client leadership, internal delivery teams, vendors, third-party
Facilitate effective governance forums including steering committees and service review boards.
Negotiate and align on priorities, trade-offs, and escalation resolutions across stakeholder groups.
Prevent escalations thru relationship and metrics
Key Responsibilities
AI leadership & AI first Approach
Strong working knowledge and exposure of AI/ agentic interventions to drive efficiencies and value, drive AI roadmap for customer and engagement
Team Management
Lead, mentor, and develop a high-performing cross-functional delivery team (L1/L2/L3, project managers, process leads).
Define roles, responsibilities, KPIs, and performance objectives for all direct and indirect team members.
Drive a culture of accountability, continuous learning, and service excellence across the team.
Identify skill gaps, coordinate training, and support career development planning for team members.
Manage team morale and retention, especially in high-pressure delivery environments.
Resource Fulfillment
Own end-to-end resource planning, forecasting, and fulfillment in alignment with project demands and SLA requirements.
Coordinate with HR, talent acquisition, and practice teams to onboard critical resources in a timely manner.
Manage resource allocation, utilization optimization, and bench management to minimize gaps.
Track headcount against contractual commitments and initiate augmentation requests when structural gaps emerge.
Manage third-party vendor and subcontractor engagements to supplement delivery capacity as required.
Proactive Risk Management
Maintain a live risk and issue register; proactively identify, assess, and mitigate delivery, commercial, people risk
Implement early warning systems and escalation triggers before risks materialize into incidents or SLA breaches.
Drive problem management and root cause analysis (RCA) processes; ensure robust corrective and preventive actions (CAPA).
Conduct regular health checks on service delivery operations and initiate improvement plans where gaps exist.
Communication & Reporting
Deliver clear, concise, and structured verbal and written communications
Prepare and present executive-level reports, MIS dashboards, and service performance packs.
Ensure transparency in all escalation communications without creating unnecessary alarm.
Champion communication best practices within the delivery team to maintain consistent messaging with the client
Skill Requirements
Technical/ Delivery Oversight
Maintain strong working knowledge of the managed technology landscape (applications, data, cloud, ITSM).
Provide technical direction and validate solutions proposed by delivery teams during critical incidents or change activities.
Drive engineering reviews, metrics, and governance
Champion ITIL best practices and drive adoption of automation and tooling to improve service efficiency.
Participate in architecture, change management, and deployment governance to minimize delivery risk.
ITIL/ Deep Support & maintenance exposure, drives SLAs, support governance and user delight
SAP functional/ tech landscape
Participate in architecture, change management, and deployment governance to minimize delivery risk
Other Requirements
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