Job Title: SAP Service Delivery Manager
Overview:
As a seasoned program manager, you will lead the management of SAP delivery operations, client engagement, governance, and continuous improvement within SAP BAU and project delivery contexts.
Key Responsibilities:
* Manage and govern daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.
* Ensure adherence to agreed SLAs and KPIs, and track and report performance metrics.
* Coordinate between client teams, offshore delivery teams, and third-party vendors.
* Lead and participate in regular status meetings, governance reviews, and performance reporting.
* Escalate critical issues appropriately and ensure timely resolution.
* Maintain resource utilization and workload balancing across modules and support streams.
* Drive improvements in processes, documentation, and knowledge management.
* Support audits and compliance activities as per client and regulatory requirements.
Required Skills and Qualifications:
* A minimum of 15+ years of experience in SAP with at least 5 years in a delivery or support management role.
* Proven track record in managing SAP support operations in an onsite-offshore model.
* Solid grasp of ITIL processes (Incident, Problem, Change Management).
* Strong stakeholder management, leadership, and communication skills.
* Experience working in multi-vendor and multi-geography delivery environments.
Benefits:
* Opportunity to lead and manage a team of professionals.
* Chance to work with multiple stakeholders and drive business growth.
* Professional development and career advancement opportunities.
Others:
* This is a full-time employment opportunity.
* The ideal candidate will have a bachelor's degree in information technology, engineering, or a related field; master's degree preferred.