SAP Service Delivery Management

Manage day-to-day operations of SAP landscape (ECC / S4 HANA)

Ensure delivery as per SLAs, KPIs

Oversee L1, L2, and L3 support teams (functional & technical)

Ensure system availability, performance, and stability

Incident, Problem & Change Management

Ensure timely resolution of SAP incidents (production & critical issues)

Lead Major Incident Management (MIM) calls

Drive Root Cause Analysis (RCA) for recurring issues

Govern SAP change management & Release Management

Stakeholder & Client Management

Act as the single point of contact for business stakeholders

Conduct weekly/monthly service review meetings

Communicate system issues, risks, and performance metrics

Ensure high customer satisfaction (CSAT)

Tools & Technologies

ServiceNow / Jira (ticketing tools)

AI driven approach

Soft Skills

Strong stakeholder communication

Leadership and team collaboration

Problem-solving and decision-making

Ability to manage high-pressure production environments

Experience

10+ years of IT experience

8+ years in SAP service delivery / application support

Experience handling global clients and large SAP landscapes

Location :

Noida

1 ) : Shift Timing : 11 AM to 8 PM