Key Responsibilities:

Service Delivery Management

• Oversee the delivery of SAP managed services, ensuring alignment with contractual obligations, SLAs, and KPIs.
• Monitor the performance of onsite and offshore teams to deliver high-quality services.
• Drive continuous improvement initiatives to enhance service delivery efficiency.
• Ensure key KPIs of Story points delivery and AMS SLAs are achieved

Stakeholder Engagement

• Serve as the primary point of contact for the client’s IT and business teams regarding SAP services.
• Conduct regular governance meetings to review service performance, project updates, and future strategies.
• Manage relationships with third-party vendors and internal stakeholders to ensure seamless service integration.

Incident and Problem Management

• Ensure timely resolution of critical incidents to minimize impact on business operations.
• Perform root cause analysis for recurring issues and implement corrective measures.
• Coordinate with technical teams for effective problem-solving and knowledge sharing.

Change Management through Sprint Stories

• Manage the implementation of SAP changes and updates, ensuring minimal disruption to business operations.
• Review and approve technical changes, collaborating with relevant teams for impact analysis.
• Guide and mentor project team on Sprint quality processes and ensure changes as per agreed story points and quality SLAs.

Team Leadership

• Provide guidance and mentorship to onsite and offshore teams.
• Foster a culture of accountability, collaboration, and innovation within the delivery team.

Risk and Compliance

• Identify potential risks related to SAP services and develop mitigation plans.
• Ensure compliance with client-specific regulatory and security standards.

Administrative Support

• Support account manager and offshore administrative controller on status of monthly achievements and numbers.

Skills and Competencies:

Technical Expertise

• Good understanding of SAP modules, architecture, and integration.
• Knowledge of SAP Managed Services frameworks, tools, and methodologies.

Management and Leadership

• Proven ability to manage cross-functional teams in an onsite-offshore model.
• Strong organizational and prioritization skills.

Communication and Problem-Solving

• Excellent interpersonal and negotiation skills to engage with diverse stakeholders.
• Analytical mindset to identify root causes and drive innovative solutions.

Project and Process Management

• Experience with ITIL processes, including incident, problem, and change management.
• Proficiency in project management methodologies (Agile/Waterfall).

Qualifications:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• 8+ years of experience in SAP service delivery or project management roles.
• Certification in SAP modules or project management (e.g., Agile, ITIL) is preferred.
• Experience managing large-scale SAP implementations or support projects in an onsite-offshore delivery model.