Role Overview

We are seeking an experienced Service Delivery Manager (SDM) to lead end-to-end SAP Application Managed Services for a large enterprise environment. The role will be responsible for L2/L3 SAP application support, customer engagement, service governance, operational performance and continuous improvement across SAP landscapes.

Key Responsibilities

- Own end-to-end SAP Application Managed Services delivery, customer engagement and service governance.
- Manage SLA/KPI performance, service quality, backlog, risks, escalations and resource utilization.
- Lead major incident management, root cause analysis, problem management and corrective actions.
- Drive weekly/monthly service reviews, performance reporting and service improvement plans.
- Manage SAP service transition, knowledge transfer, stabilization and steady-state operations.
- Coordinate SAP functional and technical teams, SMEs, customer stakeholders and third-party vendors.
- Manage Core/Flex capacity, ensuring optimal resource allocation aligned with workload and skill requirements.
- Ensure effective knowledge management through SOPs, runbooks, support documentation and KEDB.
- Drive continuous improvement, automation, operational efficiency and AI-enabled service management.
- Proactively manage customer relationships,



service risks and critical escalations.
- Required Experience & Skills
- 10–15 years of overall IT experience, with significant experience in SAP Application Support / Managed Services.
- 5+ years in Service Delivery / Service Management or customer-facing leadership roles.
- Strong understanding of SAP application landscapes, support models and L2/L3 operations.
- Experience managing SLA/KPI-driven SAP AMS engagements.
- Strong knowledge of ITIL processes: Incident, Problem, Change, Release and Knowledge Management.
- Proven expertise in major incident, escalation and stakeholder management.
- Experience in SAP service transition, KT, stabilization and steady-state operations.
- Ability to lead distributed SAP functional and technical support teams.
- Strong customer communication, governance, reporting and people management skills.
- Awareness of automation, RPA, GenAI and AI-enabled service management practices.

Ideal Candidate: A customer-focused SAP service delivery leader with robust AMS governance experience, the ability to manage complex SAP support environments and a proven track record of delivering service excellence, operational efficiency and continuous improvement.

📌 SAP Service Delivery Manager (Bengaluru)
🏢 Visionet Systems
📍 Bengaluru