Seeking an Associate Director to oversee SAP Service Delivery Management in our Bengaluru office. This role is pivotal in ensuring the seamless operation and continuous improvement of our SAP landscape, driving functional excellence and innovation.

As a leader in Enterprise Technology & Performance, you will manage the day-to-day operations of SAP ECC and S4 HANA systems, ensuring adherence to SLAs and KPIs. You will lead and mentor support teams across L1, L2, and L3, guaranteeing system availability, performance, and stability.

This position requires a strong focus on incident, problem, and change management, ensuring prompt resolution of critical SAP issues and driving root cause analysis. You will also govern SAP change and release management processes, maintaining system integrity.

Manage daily operations of SAP landscapes (ECC / S4 HANA), ensuring delivery aligns with SLAs and KPIs. Oversee L1, L2, and L3 support teams (functional & technical) to guarantee system availability, performance, and stability. Ensure timely resolution of SAP incidents, including production and critical issues, and lead Major Incident Management calls. Drive Root Cause Analysis for recurring issues and govern SAP change and Release Management processes. Serve as the primary point of contact for business stakeholders, conduct regular service review meetings, and communicate system status, risks, and performance metrics to ensure high customer satisfaction.

Requires a minimum of 11 years of IT experience, with at least 8 years specifically in SAP service delivery or application support. Proven experience managing global clients and extensive SAP landscapes is essential. Must possess strong stakeholder communication, leadership, and team collaboration skills. Excellent problem-solving and decision-making abilities are necessary, along with the capacity to manage high-pressure production environments. Any graduate degree is required for this role.