Job Title:  Manager | SAP PMO | Noida | SAP | DSA LS&HC

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

Location: Noida

The team

Your work profile

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

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

• Ensure SAP application support delivery in line with defined SLAs, KPIs, and service quality standards.

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

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

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

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

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

• Drive Root Cause Analysis (RCA) for recurring incidents and implement preventive actions.

• Govern SAP change management, release management, and deployment activities.

• 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, performance metrics, and improvement initiatives.

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

• Manage service management tools including ServiceNow, Jira, and other ITSM platforms.

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

• Identify opportunities for process improvements, automation, and service optimization.

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

Key skills required

• 10+ 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-scale SAP environments.

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

• 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) methodologies and continuous improvement practices.

• Experience with ITSM tools such as ServiceNow and Jira.

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

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

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

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