Job Title:  Manager | SAP SDM (Project Management) | Mumbai | SAP | DSA LS&HC

Senior Manager | Enterprise Technology & Performance | SAP Service Delivery Management

Location: Mumbai

The team

Your work profile

We are looking for an experienced SAP Service Delivery Manager with strong expertise in SAP application support operations, service governance, and stakeholder management. The candidate should have extensive experience managing SAP ECC/S4HANA landscapes, global support teams, and IT service management processes while ensuring SLA compliance, system stability, and continuous service improvement.

• Manage day-to-day operations of SAP landscapes including SAP ECC and SAP S/4HANA environments.

• Ensure SAP service delivery in accordance with defined SLAs, KPIs, and operational excellence standards.

• Oversee L1, L2, and L3 SAP functional and technical support teams.

• Monitor SAP system availability, performance, stability, and overall operational health.

• Drive incident, problem, change, and release management processes for SAP application support.

• Ensure timely resolution of SAP production incidents and critical business-impacting issues.

• Lead Major Incident Management (MIM) calls and coordinate resolution across functional, technical, and infrastructure teams.

• Drive Root Cause Analysis (RCA) for recurring incidents and ensure implementation of preventive and corrective actions.

• Govern SAP change management and release management activities to ensure controlled deployments.

• Act as the single point of contact for business stakeholders and client leadership teams.

• Conduct weekly and monthly service review meetings with stakeholders.

• Communicate system issues, operational risks, service performance metrics, and improvement initiatives.

• Ensure high customer satisfaction (CSAT) through effective service delivery governance.

• Manage and optimize ITSM processes using tools such as ServiceNow and Jira.

• Drive AI-driven approaches for automation, monitoring, incident reduction, and operational efficiency.

• Identify opportunities for service improvements, automation, and operational excellence.

• Collaborate with SAP functional, technical, infrastructure, and business teams to ensure seamless SAP operations.

Key skills required

• 11+ years of overall IT experience with strong focus on SAP service delivery and application support.

• 8+ years of experience managing SAP service delivery, AMS, and production support engagements.

• Strong experience managing SAP ECC and SAP S/4HANA landscapes.

• Proven experience handling global clients and large SAP environments.

• Strong understanding of SAP support processes, SLA management, KPI governance, and service delivery frameworks.

• Experience managing L1, L2, and L3 SAP functional and technical support teams.

• Strong expertise in Incident Management, Problem Management, Change Management, and Release Management.

• Experience leading Major Incident Management (MIM) calls and coordinating critical issue resolution.

• Strong knowledge of Root Cause Analysis (RCA), continuous improvement, and service optimization practices.

• Experience working with ITSM tools such as ServiceNow and Jira.

• Exposure to AI-driven approaches for SAP operations, automation, and service improvement initiatives.

• Excellent stakeholder communication, leadership, collaboration, and decision-making skills.

• Ability to manage high-pressure production environments and drive effective issue resolution.

• Experience working in large-scale SAP transformation, implementation, and support environments is preferred.