Job Description

Job Summary

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We are seeking an experienced SAP Service Delivery Manager with over 10 years of experience in managing SAP application services, support operations, and transformation initiatives across SAP ECC and SAP S/4HANA environments. The ideal candidate will be responsible for ensuring high-quality service delivery, driving continuous improvement, managing stakeholder relationships, and leading support and enhancement teams in a global delivery model.

This role requires robust expertise in SAP operations, ITIL-based service management, incident/problem management, and SAP transformation programs.

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Key Responsibilities

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- Lead end-to-end SAP service delivery for SAP ECC and SAP S/4HANA landscapes, ensuring adherence to agreed SLAs and KPIs.

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- Manage SAP AMS (Application Management Services), support, enhancement, and project delivery engagements.

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- Act as the primary point of contact for business stakeholders, leadership teams, and service providers.

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- Drive service governance through regular operational reviews, steering committee meetings, and performance reporting.

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- Oversee Incident, Problem, Change, Release, and Service Request Management processes following ITIL best practices.

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- Ensure stability, availability, and performance optimization of SAP systems and integrated applications.

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- Lead SAP S/4HANA transformation, migration, rollout, upgrade, and adoption initiatives from a service delivery perspective.

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- Manage cross-functional SAP teams spanning Finance, Supply Chain, Manufacturing, Procurement, Sales, and Basis domains.

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- Monitor resource utilization, capacity planning, budget management, and vendor performance.

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- Identify opportunities for automation, process optimization, and continuous service improvement.

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- Coordinate with SAP Basis, Infrastructure, Security,



and Integration teams to ensure seamless operations.

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- Provide leadership, mentoring, and performance management for SAP support and delivery teams.

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Required Technical Skills

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Primary Skills

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- SAP ECC Application Support and Service Delivery

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- SAP S/4HANA Support and Operations

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- SAP AMS (Application Management Services)

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- SAP Incident, Problem, and Change Management

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- SAP Governance and Service Management

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- SAP Release and Deployment Management

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- SAP Service Transition Management

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- SAP Program and Stakeholder Management

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Secondary Skills

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- SAP Basis and Landscape Management (working knowledge)

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- SAP Solution Manager / Focused Run

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- SAP Fiori and SAP BTP awareness

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- SAP Integration Technologies (PI/PO, CPI)

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- SAP Data Archiving and Performance Optimization

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- SAP Security and GRC concepts

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- SAP Analytics and Reporting solutions

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Additional / Good-to-Have Skills

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- SAP Activate Methodology

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- SAP Cloud Solutions (RISE with SAP)

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- Business Process Automation (RPA)

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- IT Financial Management and Cost Optimization

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- Agile, Scrum, and Dev Ops practices

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- Service Now or equivalent ITSM tools

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- SAP Signavio Process Intelligence

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- AI/ML-enabled SAP Operations monitoring

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Qualifications & Certifications

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Educational Qualifications

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- Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.

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- Master's degree (MBA/MCA) preferred.

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Preferred Certifications

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- SAP S/4HANA Certification (any module)

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- SAP Certified Technology Associate (desirable)

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- ITIL Foundation / ITIL Intermediate Certification

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- PMP, Prince2, Agile, or Scrum Certification

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- SAP Activate Project Manager Certification (preferred)

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📌 SAP Service Delivery Manager (SAP ECC & S/4HANA) (Lucknow)
🏢 HCLTech
📍 Lucknow