SAP Service Delivery Manager

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Talent Acquisition Specialist at Infosys

Job Description :

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 56 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

Please Note: - The above salary range is only indicative and maybe subject to suitable enhancements, based on internal company processes.

Responsibilities

• We are seeking an experienced Onsite Delivery Manager to oversee the day-to-day operations of an SAP BAU (Business as Usual) Support project. The ideal candidate will be responsible for managing client relationships, coordinating offshore and onsite support teams, ensuring SLAs are met, and driving continuous improvement initiatives.
• Serve as the primary onsite point of contact for client stakeholders for SAP support services.
• Manage and govern daily operations of SAP BAU support including incident management, service requests, problem management, and minor enhancements.
• Ensure adherence to agreed SLAs and KPIs, track and report performance metrics.
• Coordinate between client teams, offshore delivery teams, and third-party vendors.
• Lead and participate in regular status meetings, governance reviews, and performance reporting.
• Escalate critical issues appropriately and ensure timely resolution.
• Maintain resource utilization and workload balancing across modules and support streams.
• Drive improvements in processes, documentation, and knowledge management.
• Support audits and compliance activities as per client and regulatory requirements.
• Manage team performance, mentoring, and knowledge transfer activities.
• Facilitate change management and release coordination for SAP landscapes.
• Innovation and Problem-Solving. Cultivate a culture of innovation and continuous improvement. Encourage creativity and out-of-thebox thinking, identify and implement innovative solutions to address complex problems, driving value and organizational growth
• Connect with senior client business and IT stakeholders, demonstrating thought leadership in domain, process, and technology.
• Work with multiple stakeholders to drive new business opportunities within the existing account base as well as supporting new customer acquisition activities as assigned.
• Providing insights and guidance on how client can continue to improve and respond to the changing landscape.
• Enter a partnership arrangement with client aligned with their values and provide innovative solutions to focus on the end-goals of the enablement of process refinement, cost savings and automation.
• Evaluate enterprise-wide SAP application systems and develop detailed analysis reports and recommendations for business-critical systems.
• Work across functional support areas to tune SAP Applications for optimal performance.

Additional Responsibilities:

• SAP product knowledge in SAP EAM is beneficial.
• Ability to lead and present proposals and solutions
• Strong Client Facing experience, great communication and presentations skills
• Strong analytical and decision-making skills
• Experience in working in Global delivery model (GDM)
• Ability to develop value-creating strategies and models that enable clients to innovate, drive growth and increase their business profitability
• Ability to assess the current processes, identify improvement areas and suggest the technology solutions
• Awareness of latest technologies and Industry trends
• Hands-on SAP functional or technical experience in earlier roles.
• Experience in managing SAP upgrades, migrations, or patching in BAU environments.
• Familiarity with ServiceNow, Remedy, or other ticketing tools.

Technical and Professional Requirements:

• Minimum 12+ years of experience in SAP with at least 5 years in a delivery or support management role.
• Strong understanding of SAP ECC or S/4HANA modules (e.g., FI/CO, MM, SD, PP, HCM, Basis).
• Proven track record in managing SAP support operations in an onsite-offshore model.
• Solid grasp of ITIL processes (Incident, Problem, Change Management).
• Strong stakeholder management, leadership, and communication skills.
• Experience working in multi-vendor and multi-geography delivery environments.
• PMP/ITIL certification is a plus.

Educational Requirements

• Bachelor's degree in information technology, Engineering, or a related field; master's degree preferred.
• SAP certifications are a plus.

At Infosys, we recognize that everyone has individual requirements. If you are a person with disability, illness, or injury and require adjustments to the recruitment and selection process, please contact our Recruitment team for adjustment either via the following email Infosys_ta@infosys.com or call 1-866-472-0935. Alternatively, you can include your preferred method of communication in email, and someone will be in touch.

Please note in order to protect the interest of all parties involved in the recruitment process, Infosys does not accept any unsolicited resumes from third-party vendors. In the absence of a signed agreement, any submission will be deemed as non-binding and Infosys explicitly reserves the right to pursue and hire the submitted profile. All recruitment activity must be coordinated through the Talent Acquisition department.

"All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer."

Seniority level

• Seniority levelMid-Senior level

Employment type

• Employment typeFull-time

Job function

• Job functionInformation Technology, Consulting, and Other
• IndustriesInformation Services, IT Services and IT Consulting, and Business Consulting and Services

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