Senior Service Delivery Manager

📍 Location: Mumbai

💼 Experience: 12-18 Years

About the Role

We are looking for an experienced Service Delivery Manager with strong expertise in SAP Retail , service management, stakeholder engagement, and operational excellence. The ideal candidate will be responsible for ensuring seamless service delivery, managing client relationships, driving SLA compliance, and leading high-performing teams.

Key Responsibilities

Service Delivery & SLA Management

• Define, monitor, and report service level agreements (SLAs).
• Ensure adherence to agreed service standards and KPIs.
• Conduct regular service reviews and drive corrective actions for service deviations.
• Manage incident, problem, and change management processes.

Demand Management (SAP Retail)

• Oversee demand planning and forecasting activities using SAP Retail solutions.
• Align business demand with procurement and supply chain planning.
• Work closely with business stakeholders to optimize retail operations and service outcomes.

People Leadership

• Lead, mentor, and manage cross-functional delivery teams.
• Drive employee engagement, capability development, and performance management.
• Foster a culture of collaboration, accountability, and continuous learning.

Customer & Stakeholder Management

• Serve as the primary point of contact for customer escalations.
• Build strong relationships with clients and internal stakeholders.
• Ensure transparent communication and high levels of customer satisfaction.

Operational Excellence

• Monitor KPIs, budgets, resource planning, and service performance metrics.
• Conduct root cause analysis and implement preventive measures.
• Identify automation and continuous improvement opportunities.
• Drive operational efficiency and service transformation initiatives.

Required Skills & Experience

✅ 12+ years of IT/Application Service Delivery experience

✅ Hands-on experience with SAP Retail and Demand Management processes

✅ Strong understanding of Incident, Problem, Change, and Service Level Management

✅ Experience managing large delivery teams and customer engagements

✅ Proven stakeholder and escalation management skills

✅ Strong analytical, communication, and leadership capabilities

✅ Exposure to ITIL-based service management practices

Preferred Qualifications

• SAP Retail functional exposure
• ITIL Certification
• Experience managing global support or AMS engagements
• Continuous Improvement / Lean Six Sigma certification preferred

Why Join Us?

• Opportunity to lead strategic SAP Retail service delivery programs
• Work with global clients and enterprise-scale environments
• Collaborative culture focused on innovation and operational excellence
• Career growth and leadership opportunities