Location: Mumbai
Experience: 12-18 Years
About the Role
We 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.
Key Responsibilities
Service Delivery & SLA Management
- Define, monitor, and report service level agreements (SLAs).
- Ensure adherence to agreed service standards and KPIs.
- Conduct regular service reviews and drive corrective actions for service deviations.
- Manage incident, problem, and change management processes.
Demand Management (SAP Retail)
- Oversee demand planning and forecasting activities using SAP Retail solutions.
- Align business demand with procurement and supply chain planning.
- Work closely with business stakeholders to optimize retail operations and service outcomes.
People Leadership
- Lead, mentor, and manage cross-functional delivery teams.
- Drive employee engagement, capability development, and performance management.
- Foster a culture of collaboration, accountability, and continuous learning.
Customer & Stakeholder Management
- Serve as the primary point of contact for customer escalations.
- Build strong relationships with clients and internal stakeholders.
- Ensure transparent communication and high levels of customer satisfaction.
Operational Excellence
- Monitor KPIs, budgets, resource planning, and service performance metrics.
- Conduct root cause analysis and implement preventive measures.
- Identify automation and continuous improvement opportunities.
- Drive operational efficiency and service transformation initiatives.
Required Skills & Experience
12+ years of IT/Application Service Delivery experience
Hands-on experience with SAP Retail and Demand Management processes
Solid understanding of Incident, Problem, Change, and Servi
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