SAP Service Delivery Lead – Global Operations

Job Title: SAP Service Delivery Lead - Global Operations

Location: Bangalore

Department: D&T

Job Overview:

We are seeking a seasoned SAP Service Delivery Lead with min 20 years of experience to oversee our global SAP service delivery operations. The ideal candidate will have a strong track record in managing service delivery across multiple geographies, driving performance improvements, and implementing standard methodologies in Application Management Services (AMS).

Key Responsibilities:

• Global Service Management: Lead the SAP service delivery function across all regions, ensuring alignment with business objectives and efficient operation.
• Partner Engagement: Build and maintain strong relationships with key customers to understand their needs and ensure satisfaction with service delivery.
• Performance Improvement: Find opportunities for process improvements within AMS, implementing strategies that enhance efficiency and effectiveness.
• Best Practices Implementation: Drive the adoption of industry standard methodologies in SAP service management to optimize performance and reliability.
• Module Expertise: Provide authority guidance in at least one SAP module, demonstrating this knowledge to support team members and improve service outcomes.
• Team Leadership & Development: Mentor and develop a high-performing team capable of delivering exceptional results in a sophisticated global environment.
• ITGC & ITAC Controls Management: Ensure robust IT General Controls (ITGC) and IT Application Controls (ITAC) are implemented and maintained within the SAP environment. This includes supervising compliance audits, risk assessments, and control testing activities.

• Automation Initiatives: Drive the use of automation tools and technologies to streamline service delivery processes, reduce manual effort, and improve efficiency.
• Technology Leverage: Utilize the latest technology trends to deliver beneficial services to collaborators enhancing business outcomes through innovative solutions.
• OEM Relationship Management: Be a great partner with SAP as an Original Equipment Manufacturer (OEM), ensuring effective collaboration and enhancing benefits from partnerships.

• Develop strategic partnerships with AMS providers to ensure high-quality service delivery aligned with organizational goals.
• Negotiate contracts and lead vendor relationships to achieve cost-effective solutions while maintaining high standards of performance.
• Supervise AMS partner performance against agreed SLAs/KPIs, addressing any issues promptly to ensure continuous improvement.
• Collaborate closely with AMS partners to drive innovation in service offerings, using their expertise for mutual benefit.

• Bachelor's degree in Information Technology, Computer Science, or related field; Master's preferred.
• Demonstrated ability in SAP service delivery management within a global setup.

• Deep expertise in at least one SAP module (e.g., FI/CO, MM, SD).
• Consistent track record of driving performance improvements within AMS environments.
• Strong customer leadership skills the ability to influence at all levels of the organization.

• Determined proactive approach problem-solving
• Good communication social skills
• Ability work effectively under pressure manage multiple priorities
• ### Application Process
• Interested candidates should submit resume detailing relevant experience achievements
• Should submit 3 ideas that they have implemented in their experience so far that improved service delivery
• List all regions they have support for and the model of how the org. structure to deliver across the globe
• Key 3 KPIs they measured/reported for the SAP Service delivery