SAP Service Delivery Manager
Leads SAP service delivery in a hybrid Bengaluru-based role: partnering with business customers and vendor partners, tracking SLAs/KPIs, managing transitions and escalations, and driving ITIL-based service improvement across SAP ECC and S/4 HANA environments, using tools like ServiceNow and Jira.
- Compensation
- Not disclosed
- Location
- Bengaluru, India
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 10+ years
- Category
- Project management
- Posted
Skills
Must have
- Strong educational background from reputed engineering/management schools with 10-15 years of IT experience
- Hands-on experience with SAP Service Delivery
- Experience in SAP technology services (SAP ECC, SAP S/4 HANA)
- Well versed with SAP Activate methodology
- Highly proficient in IT Service Management processes and ITSM tools (e.g., ServiceNow)
- Understanding of ITIL processes: Incident, Problem, Service Request Fulfilment, Change and Release Management, Knowledge Management
- Highly proficient in Microsoft Excel for reporting/data analysis and other MS tools (Project, PowerPoint)
- Sound understanding of agile project management methodologies with hands-on experience in Jira
- Expertise in end-to-end agile project management and deep understanding of SDLC
- Proven leadership skills with technical, business and virtual teams
- Ability to work with process and technology vendors in delivery of project solutions
- Experience with large-scale program set up and seasoned project management expertise
- Breadth of understanding of technology and IT market trends
Nice to have
- Working knowledge of Application Management Services (AMS) and Application Development (AD)
- Understanding of business analytics and reporting tools (PowerBI, Tableau)
- Certifications in ITIL, PMP, SIAM, ISO, CSM/CSPO
- Ability to leverage/pick up functional business processes: supply chain, finance, sales & distribution, marketing, retail, eCommerce
Full description
About Thoucentric:
Thoucentric is a niche management consulting firm focused on
helping organizations overcome business challenges, maximize growth
& overall performance through effective problem solving, efficient
people, process, and technology solutioning, end to end execution and management.
We help clients with Business Consulting, Program & Project
Management, Digital Transformation, Product Management, Process &
Technology Solutioning and Execution including Analytics &
Emerging Tech areas cutting across functional areas such as Supply
Chain, Finance & HR, Sales & Distribution.
We are a group of seasoned professionals having diverse industry,
solution and product experience thereby making us effective business
liaisons. We are 300+ consultants strong coming with strong diverse
background fueling our growth story in India and across four other
global locations viz. US, UK, Singapore, and Australia.
Thoucentric is an ‘Ethos’ that epitomizes the essence of being a
good human… living a life of purpose… being life itself! We are an
extension of ourselves together! We breed the basic human values of
trust, freedom, nimbleness, compassion, integrity, passion,
persistence & conviction.
JOB DESCRIPTION
Job Description
- Act as a “Service Delivery Lead” to effectively partner with business customers to achieve desired outcomes by collaborating with vendor partners in a single/ multi-vendor environment.
- The candidate must manage all the areas of service delivery to ensure all the IT and Business processes are being followed.
- Assist on multiple transition initiatives, oversee the program, and ensure successful delivery.
- Experience of large-scale program set up and development with seasoned project management expertise and skills.
- Track, measure, evaluate vendor performance with weekly, monthly, and quarterly status review as against agreed SLAs and KPIs.
- Collaborate with Applications and Infrastructure teams for effective planning and execution of different activities such as patching, upgrades, vulnerability remediations etc. and ensuring smooth functioning of business.
- Coordinate with vendor partners to ensure on time addressal of issues and fulfilment of Service requests raised by business functions and ensuring effective communications being sent to the concerned stakeholders.