Job Description
Location: Mumbai
n Experience: 12-18 Years
nAbout the Role
nWe are looking for an experienced Service Delivery Manager with robust 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.
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nKey Responsibilities
nService Delivery & SLA Management
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- 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)
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- 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
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- 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
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- 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
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- 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

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nRequired Skills & Experience
n✅ 12+ years of IT/Application Service Delivery experience
n✅ Hands-on

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