Service Delivery Manager

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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.