The SAP Service Delivery Manager will be responsible for overseeing the end-to-end delivery of SAP services, ensuring high-quality service, customer satisfaction, and operational efficiency. The role involves managing client relationships, coordinating support teams, driving continuous improvements, and ensuring SAP service delivery aligns with business objectives.
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Own and manage the delivery of SAP support and services (AMS, projects, enhancements, and upgrades).
- Ensure service levels, KPIs, and SLAs are consistently achieved or exceeded.
- Oversee incident, problem, change, and release management processes within SAP environments.
- Serve as the primary point of contact for SAP service delivery with business stakeholders and customers.
- Build and maintain strong client relationships, ensuring alignment with business requirements and expectations.
- Manage escalations and resolve service-related issues effectively and efficiently.
- Lead and coordinate SAP functional and technical teams (onshore and offshore).
- Manage third-party vendors or partners delivering SAP services.
- Drive workforce planning, performance management, and optimal resource utilization.
- Conduct regular service reviews with stakeholders, including SLA performance and improvement initiatives.
- Ensure compliance with ITIL processes, internal policies, and audit requirements.
- Monitor budgets, costs, and resource allocations to achieve cost-effective service delivery.
- Identify and implement opportunities for service optimization and automation across SAP landscapes.
- Promote the adoption of SAP best practices and emerging technologies (e.g., S/4HANA, SAP BTP, Fiori).
- Support digital transformation initiatives leveraging SAP solutions.
