Esaas - SAP - service Delivery Manager

SAP Service Delivery Manager (SDM)

The SAP Service Delivery Manager (SDM) will be responsible for end-to-end management of SAP application support and service delivery for enterprise clients. The role ensures adherence to SLAs, service quality, customer satisfaction, governance, and continuous service improvement across SAP landscapes.

Responsibilities

Service Delivery & Operations

• Own end-to-end SAP service delivery including Incident, Problem, Change, Release, and Service Request Management
• Ensure SLA, KPI, and CSAT commitments are consistently met or exceeded
• Act as the primary point of contact for customers for all SAP service delivery matters
• Manage 24x7 / business-hour SAP operations as per support model

Stakeholder & Client Management

• Establish strong relationships with client leadership, IT heads, and business stakeholders
• Conduct regular service reviews, governance meetings, and steering committee updates
• Handle escalations, major incidents, and crisis management with clear communication
• Support account growth, renewals, and customer satisfaction initiatives

Team & Delivery Management

• Lead cross-functional SAP teams (Functional, Technical, Basis, Security)
• Manage resource planning, onboarding, training, and succession planning
• Coach and mentor team leads and consultants to ensure high performance
• Drive adherence to ITIL processes and organizational standards

Process & Continuous Improvement

• Drive service improvement plans (SIP) and automation initiatives
• Implement best practices for operational excellence, cost optimization, and efficiency
• Ensure compliance with audit, security, and regulatory requirements
• Contribute to transition, transformation, and stabilization activities

SAP Technical & Functional Exposure

• Good understanding of SAP landscapes:
• SAP ECC / S4HANA
• SAP Basis, Security, and Integration
• Functional modules (FI, CO, MM, SD, PM, HR, etc.)
• Exposure to SAP AMS, upgrades, rollouts, and enhancement projects

Familiarity with SAP Solution Manager (focused run / chaRM preferred)

Qualifications

Mandatory

• 8–12 years of overall IT experience with strong SAP background
• 3+ years in Service Delivery / Operations / Program Management role
• Strong ITIL knowledge (ITIL v3 / v4 preferred)
• Excellent client communication and stakeholder management skills
• Proven experience managing SLAs, KPIs, escalations, and audits

Preferred

• ITIL Certification, PMP / PRINCE2 (added advantage)
• Experience with managed services / global delivery model
• Exposure to UK / Europe clients
• Knowledge of service transition and transformation

About Us

At Zensar, we're "experience-led everything". We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus. Part of the $4.8 billion RPG Group, we're a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City.