SAP Service Delivery Manager

SAP Service Delivery Manager

Location : Bangalore, India

Work Model : Hybrid

Experience : 1012 Years

Employment Type : Full-time

Position Summary :

We are seeking an experienced SAP Service Delivery Manager to lead the delivery of SAP application services for strategic enterprise customers.

This role is responsible for ensuring consistent, high-quality delivery across multiple SAP functional, technical, and enterprise application service areas while serving as the primary customer interface for service delivery, governance, operational excellence, and continuous improvement.

The Service Delivery Manager will manage a portfolio of SAP managed services, enhancement projects, production support, and service transition activities across technologies including SAP S/4HANA, SAP PP/DS, SAP Advanced Variant Configuration (AVC), SAP Basis, SAP Security & GRC, SAP Redwood, SAP Winshuttle (Evolve), SAP Enterworks, Centric PLM, and additional SAP technologies introduced as customer requirements evolve. The ideal candidate will build trusted customer relationships, lead globally distributed delivery teams, ensure SLA and KPI compliance, optimize resource utilization, drive continuous improvement, and support the expansion of Atlas Systems' SAP service portfolio.

Key Responsibilities : Service Delivery Management :

• Own end-to-end delivery of SAP managed services for assigned customer engagements.

• Ensure compliance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.

• Monitor service performance and proactively address operational issues.

• Lead operational reviews, service governance meetings, and executive status reviews.

• Serve as the primary point of escalation for delivery and customer issues.

Customer Relationship Management :

• Build and maintain strong relationships with customer business and IT stakeholders.

• Understand customer priorities and translate them into effective delivery plans.

• Communicate service status, risks, mitigation plans, and improvement initiatives.

• Drive high levels of customer satisfaction through proactive engagement and responsive service management.

SAP Service Portfolio Management :

• Manage delivery across multiple SAP technologies and enterprise applications including :

• SAP S/4HANA

• SAP PP/DS

• SAP Advanced Variant Configuration (AVC)

• SAP Basis

• SAP Security & GRC

• SAP Redwood

• SAP Winshuttle (Evolve)

• SAP Enterworks

• Centric PLM

• Additional SAP technologies and enterprise applications as customer requirements evolve.

• Coordinate production support, enhancement requests, application maintenance, service improvements, and minor project execution across all service towers.

Service Transition & Governance :

• Lead transition of new SAP services into managed support.

• Coordinate knowledge transfer between customers, implementation partners, and Atlas delivery teams.

• Establish governance processes including RAID management, action tracking, reporting dashboards, and service reviews.

• Ensure successful delivery of enhancement initiatives with minimal business disruption.

• Coordinate dependencies across internal teams and third-party vendors.

Resource & Delivery Management :

• Plan resource capacity based on customer demand and delivery commitments.

• Allocate SAP consultants across functional and technical workstreams.

• Support hiring, onboarding, mentoring, and competency development.

• Work closely with SAP Practice leaders to build future capabilities.

• Optimize resource utilization while maintaining delivery quality.

Operational Excellence :

• Monitor SLA performance, backlog health, delivery metrics, and service quality.

• Drive automation, process optimization, and continuous improvement initiatives.

• Establish reusable delivery assets, documentation standards, and knowledge management practices.

• Leverage AI-powered productivity tools to improve planning, reporting, documentation, and operational efficiency.

Financial & Commercial Management :

• Monitor service financials, forecasts, resource utilization, and profitability.

• Support effort estimation, budgeting, demand planning, and capacity forecasting.

• Ensure contractual commitments and governance requirements are consistently achieved.

• Identify opportunities to expand existing customer engagements.

Leadership :

• Lead globally distributed SAP consultants across multiple technologies.

• Foster a culture of ownership, accountability, collaboration, and customer focus.

• Mentor delivery leads and consultants while encouraging continuous learning.

• Promote adoption of emerging SAP technologies, AI-enabled delivery practices, and industry best practices.

Required Qualifications :

• Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.

• 10-12 years of IT industry experience.

• Minimum 8 years of experience managing SAP Managed Services, Application Support, or SAP Service Delivery engagements.

• Experience managing SAP services for large enterprise customers.

• Strong understanding of SAP Application Lifecycle Management, Production Support, Enhancement Delivery, and Service Transition.

• Experience leading globally distributed cross-functional teams.

• Excellent leadership, communication, stakeholder management, negotiation, and problem-solving skills.

Preferred Technical Experience :

• Experience managing delivery teams supporting one or more of the following technologies :

• SAP S/4HANA

• SAP PP/DS

• SAP Advanced Variant Configuration (AVC)

• SAP Basis

• SAP Security & GRC

• SAP Redwood

• SAP Winshuttle (Evolve)

• SAP Enterworks

• Centric PLM

• SAP Fiori

• SAP Cloud ALM

• SAP Solution Manager

Technical & Management Skills : Service Delivery :

• SAP Managed Services

• Service Delivery Management

• Application Support Management

• Incident, Problem & Change Management

• Service Transition

• SLA & KPI Management

• Continuous Service Improvement

Project & Governance :

• Project Planning & Coordination

• PMO Governance

• Resource & Capacity Planning

• Demand Management

• Risk & Issue Management

• Vendor Management

• Financial Management

• Executive Reporting

Tools :

• Microsoft Project

• Jira

• Azure DevOps

• Confluence

• SAP Cloud ALM

• SAP Solution Manager

• Microsoft 365

• Power BI

• AI Productivity

• Microsoft Copilot

• ChatGPT

• AI-assisted Project Management Tools

• AI-enabled Reporting & Documentation

Core Competencies :

• Customer Relationship Management & Executive Stakeholder Management

• SAP Service Delivery Leadership & Governance

• Operational Excellence & Resource Optimization

• Strategic & Project Planning

• Financial Management

• Cross-functional Team Leadership

• Communication & Presentation

• Problem solving, Negotiation & Conflict Resolution

• Growth Mindset, Customer Focus, Ownership & Accountability

• Ability to rapidly learn and integrate emerging SAP technologies and new service offerings.

Preferred Certifications :

• PMP or PRINCE2

• ITIL Foundation / ITIL Managing Professional

• SAP Activate Project Manager (Preferred)

• Scrum Master Certification

• SAFe Agilist (Preferred)

Success Measures :

• Consistently achieve SLA, KPI, quality, and customer satisfaction targets across all assigned SAP service areas.

• Deliver production support, enhancement initiatives, and service transitions with predictable quality and minimal business disruption.

• Maintain high consultant utilization while ensuring appropriate technical competency across delivery teams.

• Successfully onboard new SAP technologies and enterprise applications into the managed services portfolio.

• Improve operational efficiency through governance, automation, AI-enabled delivery practices, and continuous improvement initiatives.

• Build trusted customer relationships through predictable delivery, proactive communication, and measurable business outcomes.

• Contribute to the growth and maturity of Atlas Systems' SAP Services practice through delivery excellence and continuous capability development.