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). N
- Ensure adherence to agreed service standards and KPIs. N
- Conduct regular servicereviews 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, andmanage 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 solid 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 andcontinuous improvement opportunities. N
- Drive operational efficiency and service transformation initiatives. N

nRequired Skills & Experience
N12+ years of IT/Application Service Delivery experience
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