SAP - Service Delivery Manager in Pune (Baner)

Dear Candidate,

Greetings of the day, We are currently hiring for SAP

Service Delivery Manager in Pune. This senior leadership role is designed to take full ownership and strategic direction of SAP support and delivery services delivered from the India office in Pune. Acting as a hybrid Subject

Matter Expert (SME) and Senior Delivery Leader, the ideal candidate brings in-depth functional and technical mastery of SAP ECC, RISE with SAP, and S/4HANA. You will work directly with internal and external customers to understand project scope, precise business needs, and the required outcomes. By guiding and leading a team of SAP functional and technical consultants, you will ensure the seamless delivery of SAP solutions, maintaining strict adherence to timelines, superior quality, and outstanding customer satisfaction (CSAT) scores.

Work location :- Pune (Baner)
Work Mode :- Hybrid (4 Days in office)

Role & responsibilities

Key Responsibilities

• Strategic Scoping & Business Alignment: Partner directly with internal and external

stakeholders to deeply understand business needs, define scope, and translate them into

actionable SAP delivery plans that guarantee desired business outcomes.

• Support & Project Leadership: Lead and own end-to-end SAP support service

operations, ensuring high-quality standard delivery, driving timely issue resolution, and

consistently meeting or exceeding Customer Satisfaction (CSAT) scores.

• Technical & Functional Guidance: Serve as the primary functional and technical

escalation authority. Actively mentor, guide, and support the consulting team across SAP

ECC (e.g., MM, SD, FI, WM, ABAP and BASIS), S/4HANA, and RISE with SAP

landscapes.

• ITIL & Agile Operations: Oversee standard ITIL practices (Incident, Problem,

Configuration, and Demand Management) while championing modern Agile and SAP

Activate delivery frameworks where applicable.

• SLA, Quality & SOW Management: Manage Statements of Work (SOWs), rigorously

monitor key performance indicators (KPIs) and Service Level Agreements (SLAs), and

enforce strict quality control over team deliverables.

• Commercial & Resource Management: Oversee resource forecasting, capacity

planning, and contribute to account P&L and budget tracking for support contracts and

initiatives.

• Service Improvement: Drive Continuous Service Improvement Plans (CSIP), proactively

identify potential delivery risks, and execute preventative and corrective actions.

• Team Leadership: Lead, mentor, and motivate a cross-functional SAP team of 1520+

members. Expand the team based on business needs and cultivate a proactive,

responsive, and healthy support culture.

Qualifications

• Essential: Bachelors or Masters degree in IT, Computer Science, Finance, Business

Management, or equivalent work experience.

• Essential: Valid certifications in SAP S/4HANA / RISE, or core SAP functional/technical

modules.

• Desirable: PMP, PRINCE2, ITIL 4 Foundation/Managing Professional, or Scrum Master

certification.

Experience & Skills

• Overall Experience: 1218+ years of IT industry experience, with a minimum of 5-7

years functioning as a Delivery Manager or Senior Leader in SAP operations and service

delivery.

• Technical & Functional Competency: Exceptional hands-on knowledge of core SAP

ECC functional modules (e.g., FI, CO, MM, SD, WM) and technical areas (ABAP, BASIS).

Requires deep working expertise in S/4HANA and RISE with SAP architectures to

effectively architect solutions and directly guide delivery teams.

• Customer-Facing Expertise: Proven track record of direct customer engagement,

requirement gathering, status reporting, handling high-priority user escalations, and

aligning technical solutions with executive business goals.

• Support Delivery Mastery: Extensive experience managing SAP ECC and S/4HANA

application support projects, managing major incidents, guiding system

upgrades/enhancements, and achieving business objectives.

• Leadership & Collaboration: Demonstrated success in managing offshore teams (15+

members), collaborating across global delivery centers (especially with UK-based

stakeholders), and maintaining a high-performance work culture.

• Communication: Exceptional oral, written, and presentation skills; ability to seamlessly

bridge the gap between business objectives and technical delivery execution.