SAP Service Delivery Manager

About the role

Lead the end-to-end delivery of SAP support services, ensuring adherence to SLAs, KPIs, and contractual commitments while driving continuous improvement and stakeholder engagement.

Responsibilities

• Own and manage SAP service delivery operations, ensuring services meet agreed SLAs, KPIs, and contractual commitments.
• Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.
• Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.
• Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.
• Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.
• Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.
• Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.
• Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.
• Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.

Requirements

• Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.
• Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.
• Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.
• Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.
• Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.
• Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.
• Excellent communication, customer management, escalation handling, and problem-solving skills.

Qualifications

• Bachelor of Computer Science or equivalent.

Pay

Base salary range: $140,000 to $180,000 per annum.

Benefits

• Discretionary annual incentive.
• Comprehensive medical coverage: medical & health, dental & vision, disability planning & insurance, pet insurance plans.
• Family support: maternal & parental leaves.
• Insurance options: auto & home insurance, identity theft protection.
• Commuter benefits & certification & training reimbursement.
• Time off: vacation, time off, sick leave & holidays.
• Legal & financial assistance: legal assistance, 401K plan, performance bonus, college fund, student loan refinancing.