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Service Delivery Manager

Location: Bangalore

Role Overview

The Service Delivery Manager is responsible for establishing, operating, and continuously improving Service Level Management for the assigned SAP and ERP application services. The role ensures reliable service delivery, effective lifecycle management, compliance, security, and ongoing alignment with business requirements.

The incumbent will work closely with business stakeholders, internal technology teams, SAP functional teams, infrastructure teams, and external service providers to design sustainable solutions, manage service performance, and drive continuous improvement across the SAP application landscape. The role includes ownership of service governance, vendor performance, service reporting, incident and problem management, application lifecycle management, and operational readiness.

Key Responsibilities

SAP Application and Functional Service Management

✓Manage the end-to-end service delivery of SAP applications and related ERP services.
✓Work with business stakeholders and SAP functional teams to understand business requirements, service expectations, and improvement opportunities.
✓Ensure that SAP services are designed, transitioned, operated, and retired in line with established service management processes.
✓Coordinate SAP application enhancements, releases, upgrades, maintenance activities, and improvement initiatives.
✓Ensure appropriate integration between SAP applications and connected systems, platforms, and business processes.
✓Support the successful transition of new or enhanced SAP solutions into production with minimal business disruption.
✓Ensure operational readiness, including support documentation, monitoring, knowledge transfer, support models, and formal handover.
✓Monitor application availability, performance, capacity, stability, adoption, and user satisfaction.

Service Level and Performance Management

✓Establish and manage Service Level Agreements, Operational Level Agreements, and related service targets.
✓Define meaningful service performance indicators and ensure that agreed KPIs are measured and reported consistently.
✓Lead periodic service reviews with business stakeholders, internal teams, and strategic service providers.
✓Prepare and deliver service performance reports, management dashboards, annual service reviews, and improvement plans.
✓Identify service gaps, agree corrective actions, and track improvement initiatives through to completion.
✓Ensure that service-related information is maintained accurately in relevant repositories and IT service management tools, such as ServiceNow, CMDB, monitoring platforms, and reporting solutions.
✓Drive consistent implementation of the service management framework across the assigned SAP service portfolio.

Incident, Problem, and Change Management

✓Ensure effective management of major incidents, recurring incidents, problems, and service requests.
✓Coordinate root-cause analysis, corrective actions, preventive actions, and post-incident reviews.
✓Track application outages, downtime, service interruptions, and business impact.
✓Ensure that changes to SAP applications are assessed, approved, communicated, tested, and implemented in accordance with change management procedures.
✓Work with relevant teams to reduce recurring incidents and improve service stability.
✓Support automation and process optimisation opportunities across service management and SAP operations.

Vendor and Partner Management

✓Manage the operational performance of SAP service providers and strategic partners.
✓Review vendor performance against agreed SLAs, KPIs, quality targets, and contractual obligations.
✓Ensure timely delivery of service reports, improvement plans, corrective actions, and annual service reviews.
✓Facilitate governance meetings and maintain clear escalation and communication paths.
✓Ensure that suppliers meet applicable security, quality, compliance, and service management expectations.

Compliance, Risk, and Business Continuity

✓Ensure that SAP services comply with applicable internal policies and external requirements, including security, vulnerability management, data protection, licensing, GxP, and GDPR obligations, where relevant.
✓Support risk identification, mitigation planning, audit readiness, and compliance reporting.
✓Develop and maintain Disaster Recovery and business continuity plans for the assigned SAP applications.
✓Plan, coordinate, and document Disaster Recovery tests and follow up on identified actions.
✓Ensure that service operations support business continuity and minimise disruption to critical business processes.

SAP Functional Background

A good understanding of SAP functional processes and the ability to collaborate effectively with SAP business process owners and functional consultants is required.

Experience in two or more of the following SAP functional modules will be considered an added advantage:

✓SAP FI – Financial Accounting
✓SAP CO – Controlling
✓SAP MM – Materials Management
✓SAP SD – Sales and Distribution
✓SAP PP – Production Planning
✓SAP PM – Plant Maintenance
✓SAP QM – Quality Management
✓SAP PS – Project System
✓SAP WM / EWM – Warehouse Management / Extended Warehouse Management
✓SAP Ariba – Procurement and Supplier Management

Education and Professional Experience

✓Bachelor’s or master’s degree in computer science, Information Technology, Business Administration, Engineering, or a related discipline.
✓10+ years of experience in software services, application management, ERP operations, or IT service delivery.
✓At least 5 years of experience working in an international or globally distributed environment.
✓Experience managing SAP applications, enterprise platforms, or complex business-critical application services.
✓Strong experience working with internal stakeholders, business teams, technology functions, and external service providers.
✓Fluency in written and spoken English is mandatory.
✓ITIL Foundation certification or equivalent practical experience is required.

Skills and Competencies

✓Strong knowledge of IT service management principles, particularly Service Level Management, Incident Management, Problem Management, Change Management, Capacity Management, and Service Continuity Management.
✓Practical understanding of SAP application landscapes, functional processes, integrations, and operational dependencies.
✓Ability to translate business requirements into sustainable service and application management solutions.
✓Strong capability to develop concepts, establish governance models, and drive pragmatic implementation.
✓Experience with service performance management, KPI frameworks, dashboards, and reporting solutions.
✓Familiarity with ITSM tools, CMDBs, monitoring solutions, ticketing systems, and service repositories.
✓Strong vendor management, negotiation, escalation, and stakeholder management skills.
✓Good understanding of information security, risk management, data protection, quality standards, and regulatory compliance.
✓Excellent written and verbal communication skills.
✓Strong analytical, organisational, and decision-making abilities.
✓Ability to manage multiple priorities in a complex, international, and matrixed environment.
✓Proactive approach to automation, standardisation, service improvement, and operational excellence.

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace.

Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!