Join our dynamic team as a Delivery Manager specializing in SAP SDM and Project Management in Mumbai. This role is crucial for leading SAP Application Management Services (AMS) engagements, ensuring exceptional service delivery and strict adherence to contractual SLAs. You will drive operational excellence, enhance client relationships, and leverage cutting-edge AI solutions to optimize service efficiency.

This position offers an exciting opportunity to impact major SAP Operate projects and contribute to innovative service delivery within a leading consulting firm.

Oversee end-to-end delivery of SAP AMS/Operate services, meticulously managing SLA compliance across all incident priorities (P1-P4). Lead Major Incident Management and coordinate critical war-room sessions. Act as the main liaison for client stakeholders, conducting regular governance and service review meetings to foster strong relationships and drive satisfaction.

Coordinate effectively with SAP functional and technical teams, tracking deliverables and resource utilization. Drive accountability and ensure adherence to quality standards. Develop and maintain Standard Operating Procedures (SOPs), ensuring compliance with ITIL processes and identifying opportunities for process optimization and automation.

Analyze ticket trends to develop and execute effective reduction strategies through problem management. Drive continuous improvement initiatives, including knowledge management and automation to boost operational efficiency. Identify and implement AI, GenAI, and automation solutions to enhance service capabilities and productivity.

A Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field is required, along with over 10 years of IT service delivery experience, specifically in SAP AMS/Operate engagements. A strong understanding of SAP support landscapes (S/4HANA, ECC, Basis, functional modules) and proven experience managing P1-P4 incidents within SLA commitments are essential.

Proficiency in ITIL processes and service management frameworks, coupled with experience in ITSM tools such as ServiceNow, Jira, or Remedy, is necessary. Demonstrated client-facing and stakeholder management skills, along with strong analytical, problem-solving, and communication abilities, are critical for success. An ITIL Foundation or Intermediate Certification and experience with AI/GenAI-driven service management solutions are highly valued.