Service Delivery Manager

Job description

Work Your Magic with us! Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us. Service Delivery Manager Location: Bangalore Role Overview The Service Delivery Manager is responsible for establishing, operating, and continuously improving Service Level Management for the assigned SAP and ERP application services. The role ensures reliable service delivery, effective lifecycle management, compliance, security, and ongoing alignment with business requirements. The incumbent will work closely with business stakeholders, internal technology teams, SAP functional teams, infrastructure teams, and external service providers to design sustainable solutions, manage service performance, and drive continuous improvement across the SAP application landscape. The role includes ownership of service governance, vendor performance, service reporting, incident and problem management, application lifecycle management, and operational readiness. Key Responsibilities SAP Application and Functional Service Management • Manage the end-to-end service delivery of SAP applications and related ERP services. • Work with business stakeholders and SAP functional teams to understand business requirements, service expectations, and improvement opportunities. • Ensure that SAP services are designed, transitioned, operated, and retired in line with established service management processes. • Coordinate SAP application enhancements, releases, upgrades, maintenance activities, and improvement initiatives. • Ensure appropriate integration between SAP applications and connected systems, platforms, and business processes. • Support the successful transition of new or enhanced SAP solutions into production with minimal business disruption. • Ensure operational readiness, including support documentation, monitoring, knowledge transfer, support models, and formal handover. • Monitor application availability, performance, capacity, stability, adoption, and user satisfaction. Service Level and Performance Management • Establish and manage Service Level Agreements, Operational Level Agreements, and related service targets. • Define meaningful service performance indicators and ensure that agreed KPIs are measured and reported consistently. • Lead periodic service reviews with business stakeholders, internal teams, and strategic service providers. • Prepare and deliver service performance reports, management dashboards, annual service reviews, and improvement plans. • Identify service gaps, agree corrective actions, and track improvement initiatives through to completion. • Ensure that service-related information is maintained accurately in relevant repositories and IT service management tools, such as ServiceNow, CMDB, monitoring platforms, and reporting solutions. • Drive consistent implementation of the service management framework across the assigned SAP service portfolio. Incident, Problem, and Change Management • Ensure effective management of major incidents, recurring incidents, problems, and service requests. • Coordinate root-cause analysis, corrective actions, preventive actions, and post-incident reviews. • Track application outages, downtime, service interruptions, and business impact. • Ensure that changes to SAP applications are assessed, approved, communicated, tested, and implemented in accordance with change management procedures. • Work with relevant teams to reduce recurring incidents and improve service stability. • Support automation and process optimisation opportunities across service management and SAP operations. Vendor and Partner Management • Manage the operational performance of SAP service providers and strategic partners. • Review vendor performance against agreed SLAs, KPIs, quality targets, and contractual obligations. • Ensure timely delivery of service reports, improvement plans, corrective actions, and annual service reviews. • Facilitate governance meetings and maintain clear escalation and communication paths. • Ensure that suppliers meet applicable security, quality, compliance, and service management expectations. Compliance, Risk, and Business Continuity • Ensure that SAP services comply with applicable internal policies and external requirements, including security, vulnerability management, data protection, licensing, GxP, and GDPR obligations, where relevant. • Support risk identification, mitigation planning, audit readiness, and compliance reporting. • Develop and maintain Disaster Recovery and business continuity plans for the assigned SAP applications. • Plan, coordinate, and document Disaster Recovery tests and follow up on identified actions. • Ensure that service operations support business continuity and minimise disruption to critical business processes. SAP Functional Background A good understanding of SAP functional processes and the ability to collaborate effectively with SAP business process owners and functional consultants is required. Experience in two or more of the following SAP functional modules will be considered an added advantage: • SAP FI – Financial Accounting • SAP CO – Controlling • SAP MM – Materials Management • SAP SD – Sales and Distribution • SAP PP – Production Planning • SAP PM – Plant Maintenance • SAP QM – Quality Management • SAP PS – Project System • SAP WM / EWM – Warehouse Management / Extended Warehouse Management • SAP Ariba – Procurement and Supplier Management Education And Professional Experience • Bachelor’s or master’s de