Location: Mumbai

n Experience: 12-18 Years

nAbout the Role

nWe are looking for an experienced Service Delivery Manager with strong expertise in SAP Retail , service management, stakeholder engagement, and operational excellence. The ideal candidate will be responsible for ensuring seamless service delivery, managing client relationships, driving SLA compliance, and leading high-performing teams.

n

nKey Responsibilities

nService Delivery & SLA Management

n

n
- Define, monitor, and report service level agreements (SLAs).
n
- Ensure adherence to agreed service standards and KPIs.
n
- Conduct regular service reviews and drive corrective actions for service deviations.
n
- Manage incident, problem, and change management processes.
n

nDemand Management (SAP Retail)

n

n
- Oversee demand planning and forecasting activities using SAP Retail solutions.
n
- Align business demand with procurement and supply chain planning.
n
- Work closely with business stakeholders to optimize retail operations and service outcomes.
n

nPeople Leadership

n

n
- Lead, mentor, and manage cross-functional delivery teams.
n
- Drive employee engagement, capability development, and performance management.
n
- Foster a culture of collaboration, accountability, and continuous learning.
n

nCustomer & Stakeholder Management

n

n
- Serve as the primary point of contact for customer escalations.
n
- Build strong relationships with clients and internal stakeholders.
n




- Ensure transparent communication and high levels of customer satisfaction.
n

nOperational Excellence

n

n
- Monitor KPIs, budgets, resource planning, and service performance metrics.
n
- Conduct root cause analysis and implement preventive measures.
n
- Identify automation and continuous improvement opportunities.
n
- Drive operational efficiency and service transformation initiatives.
n

n

nRequired Skills & Experience

n✅ 12+ years of IT/Application Service Delivery experience

n✅ Hands-on experience with SAP Retail and Demand Management processes

n✅ Strong understanding of Incident, Problem, Change, and Service Level Management

n✅ Experience managing large delivery teams and customer engagements

n✅ Proven stakeholder and escalation management skills

n✅ Strong analytical, communication, and leadership capabilities

n✅ Exposure to ITIL-based service management practices

n

nPreferred Qualifications

n

n
- SAP Retail functional exposure
n
- ITIL Certification
n
- Experience managing global support or AMS engagements
n
- Continuous Improvement / Lean Six Sigma certification preferred
n

n

nWhy Join Us?

n

n
- Opportunity to lead strategic SAP Retail service delivery programs
n
- Work with global clients and enterprise-scale environments
n
- Collaborative culture focused on innovation and operational excellence
n
- Growth opportunities and leadership opportunities
n

n

📌 Senior Service Delivery Manager (Mumbai)
🏢 Capgemini
📍 Mumbai