SAP Service Delivery Management
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Manage day-to-day operations of SAP landscape (ECC / S4 HANA)
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Ensure delivery as per SLAs, KPIs
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Oversee L1, L2, and L3 support teams (functional & technical)
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Ensure system availability, performance, and stability
Incident, Problem & Change Management
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Ensure timely resolution of SAP incidents (production & critical issues)
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Lead Major Incident Management (MIM) calls
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Drive Root Cause Analysis (RCA) for recurring issues
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Govern SAP change management & Release Management
Stakeholder & Client Management
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Act as the single point of contact for business stakeholders
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Conduct weekly/monthly service review meetings
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Communicate system issues, risks, and performance metrics
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Ensure high customer satisfaction (CSAT)
Tools & Technologies
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ServiceNow / Jira (ticketing tools)
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AI driven approach
Soft Skills
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Strong stakeholder communication
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Leadership and team collaboration
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Problem-solving and decision-making
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Ability to manage high-pressure production environments
Experience
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10+ years of IT experience
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8+ years in SAP service delivery / application support
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Experience handling global clients and large SAP landscapes
Location :
Noida
1 ) : Shift Timing : 11 AM to 8 PM
