Job DescriptionLocation: Mumbai

NExperience: 12-18 Years

NAbout the Role

nWeare 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.

NKey Responsibilities

nService Delivery & SLA Management

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

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

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- Lead, mentor, andmanage cross-functional delivery teams.
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- Drive employee engagement, capability development, and performance management.
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- Foster a culture of collaboration, accountability, and continuous learning.
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nCustomer & Stakeholder Management

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- Serve as the primary point of contact for customer escalations.
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- Build strong relationships with clients and internal stakeholders.
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- Ensure transparent communication and high levels of customer satisfaction.
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nOperational Excellence

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

N12+ years of IT/Application Service Delivery experience

NHands-on experience with SAP Retail and Demand Management processes

NStrong understanding of Incident, Problem, Change, and Service Level Management

NExperience managing largedelivery teams and customer engagements

NProven stakeholder and escalation management skills

NStrong analytical, communication, and leadership capabilities

NExposure to ITIL-based service management practices

NPreferred Qualifications

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

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- Prospect to lead strategic SAP Retail service delivery programs
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- Work with global clients and enterprise-scale environments
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- Collaborative culture focused on innovation and operational excellence
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- Career growth and leadership opportunities
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📌 Hiring: Senior Service Delivery Manager (Alibag)
🏢 Capgemini
📍 Alibag