SAP Service Delivery Manager

About the role

This position involves owning and managing end-to-end SAP service delivery operations, ensuring adherence to SLAs, KPIs, and contractual commitments while driving continuous improvement in service quality and efficiency.

Responsibilities

• Own and manage SAP service delivery operations to 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 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 issue resolution and seamless support delivery.
• 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 improvement.
• Identify and implement process improvements, automation, standardization, and optimization opportunities to enhance 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.
• Strong leadership and people management skills with experience managing global, distributed teams.
• Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
• Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.

Qualifications

Bachelor of Computer Science or equivalent.

Pay

Base salary range: $130,000 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.
• Convenience & professional growth: 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.