Service Delivery Manager

We are seeking an Service Delivery Manager with at least 10 years of experience in application support, IT operations, or service delivery, preferably within SAP or other enterprise systems environments. In this role, you will oversee helpdesk operations, manage system configuration activities, drive team performance, and ensure service delivery meets established service-level agreements (SLAs) and business objectives.

The ideal candidate combines strong technical knowledge with proven people-management skills, operational discipline, and a customer-focused mindset.

Key Responsibilities

• Oversee Application Support Operations: Manage daily application support services, helpdesk activities, incident handling, and system configuration to ensure stable, responsive, and reliable enterprise applications.
• Lead and Develop the Team: Supervise team members, assign tasks, monitor progress, manage workloads, and provide regular coaching and performance feedback.
• Drive Service Delivery Excellence: Monitor service performance, turnaround times, SLAs, and operational KPIs to maintain service quality and meet business targets.
• Manage Issues and Escalations: Coordinate the investigation and resolution of application incidents, recurring issues, and service disruptions while ensuring timely stakeholder communication.
• Improve Support Processes: Identify opportunities to streamline workflows, strengthen operational controls, improve team productivity, and enhance the overall user support experience.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Engineering, Business, or a related field.
• At least 10 years of experience in application support, IT operations, or IT service delivery.
• Experience supporting SAP applications or other enterprise systems, such as ERP platforms and business-critical applications.
• Proven experience leading teams, managing workloads, monitoring performance, and providing constructive feedback.
• Strong understanding of helpdesk operations, incident management, service requests, system configuration, and application troubleshooting.
• Familiarity with SLAs, service delivery metrics, operational KPIs, and IT service management (ITSM) practices.
• Excellent leadership, communication, problem-solving, and stakeholder-management skills.
• Ability to manage competing priorities, handle escalations, and maintain service quality in a fast-paced enterprise environment.

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