Job Summary

In depth knowledge of SAP modules, Own the overall Service Delivery. Excellent team leader, who works with track leads to go to the bottom of issues to help find solutions for complex issues and manage customer expectations.
Will front end customer and business stakeholders in weekly, and monthly review meetings, managing risks and issues as well as drive optimization and automation.
Will push the AMS team to improve the following parametersMTTRBacklog (Should be about 25% of monthly volume) SLA adherenceP1 / P2 ownershipCIP via automation and SOP based left shift and other such levers.

Key Responsibilities

1. Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation, and issue resolution to ensure all client SLAs and internal metrics are achieved.
2. Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks, enabling measurable gains in efficiency and quality.
3.



Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents.
4. Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks, and promoting a culture of continuous learning and accountability.
5. Interpret and communicate operational performance trends using advanced data visualization tools, ensuring key stakeholders are informed and empowered to make timely decisions.
6. Champion innovation within operations by leveraging industry best practices and emerging technologies to streamline systems, policies, and processes supporting organizational growth.
7. Develop and maintain robust feedback channels with clients to proactively understand evolving requirements and ensure service delivery aligns with client expectations.

Skill Requirements

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Must Have Skill

SAP Project & Program Management

Positive to Have Skill

Other Requirements

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📌 Service Delivery Director (India)
🏢 HCLTech
📍 India