SAP Service Delivery Manager
Atlas Systems
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Job summary
Atlas Systems in Bengaluru (Hybrid) seeks an experienced SAP Service Delivery Manager to lead delivery of SAP applications for strategic enterprise clients.
You will manage a portfolio across SAP S/4HANA, AVC, SAP Basis, and related technologies, ensuring governance, SLA adherence, and continuous improvement while collaborating with global delivery teams.
Qualifications
- Bachelor's degree in Engineering, CS, IT, Business Admin or related field.
- 10–12 years of IT industry experience with SAP service delivery.
- Experience managing SAP services for large enterprise customers.
Responsibilities
- Own end-to-end delivery of SAP managed services for assigned engagements.
- Ensure SLAs and KPIs are met with high quality standards.
- Monitor service performance and address issues proactively.
- Lead governance meetings and executive status reviews.
- Coordinate transition of new SAP services into managed support.
Skills
Education
Tools
Job description
Atlas Systems Inc. is a Software Solutions company headquartered in East Brunswick, NJ. Incorporated in 2003, Atlas provides a comprehensive range of solutions in the areas of GRC, Technology, Procurement, Healthcare Provider and Oracle to customers across the globe. Combining our unparalleled experience of over two decades in the software industry and global reach, we have grown with extensive capabilities across multiple industry verticals.
For more information, please visit our website: https://www.atlassystems.com/
SAP Service Delivery Manager
Location: Bangalore, India
Work Model: Hybrid
Experience: 10–12 Years
Employment Type: Full-time
We are seeking an experienced SAP Service Delivery Manager to lead the delivery of SAP application services for strategic enterprise customers.
This role is responsible for ensuring consistent, high-quality delivery across multiple SAP functional, technical, and enterprise application service areas while serving as the primary customer interface for service delivery, governance, operational excellence, and continuous improvement.
The Service Delivery Manager will manage a portfolio of SAP managed services, enhancement projects, production support, and service transition activities across technologies including SAP S/4HANA, SAP PP/DS, SAP Advanced Variant Configuration (AVC), SAP Basis, SAP Security & GRC, SAP Redwood, SAP Winshuttle (Evolve), SAP Enterworks, Centric PLM, and additional SAP technologies introduced as customer requirements evolve.
The ideal candidate will build trusted customer relationships, lead globally distributed delivery teams, ensure SLA and KPI compliance, optimize resource utilization, drive continuous improvement, and support the expansion of Atlas Systems' SAP service portfolio.
- Own end-to-end delivery of SAP managed services for assigned customer engagements.
- Ensure compliance with agreed Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
- Monitor service performance and proactively address operational issues.
- Lead operational reviews, service governance meetings, and executive status reviews.
- Serve as the primary point of escalation for delivery and customer issues.
- Build and maintain strong relationships with customer business and IT stakeholders.
- Understand customer priorities and translate them into effective delivery plans.
- Communicate service status, risks, mitigation plans, and improvement initiatives.
- Drive high levels of customer satisfaction through proactive engagement and responsive service management.
Manage delivery across multiple SAP technologies and enterprise applications including:
- SAP S/4HANA
- SAP PP/DS
- SAP Advanced Variant Configuration (AVC)
- SAP Basis
- SAP Security & GRC
- SAP Redwood
- SAP Winshuttle (Evolve)
- SAP Enterworks
- Centric PLM
- Additional SAP technologies and enterprise applications as customer requirements evolve.
Coordinate production support, enhancement requests, application maintenance, service improvements, and minor project execution across all service towers.
- Lead transition of new SAP services into managed support.
- Coordinate knowledge transfer between customers, implementation partners, and Atlas delivery teams.
- Establish governance processes including RAID management, action tracking, reporting dashboards, and service reviews.
- Ensure successful delivery of enhancement initiatives with minimal business disruption.
- Coordinate dependencies across internal teams and third-party vendors.
- Plan resource capacity based on customer demand and delivery commitments.
- Allocate SAP consultants across functional and technical workstreams.
- Support hiring, onboarding, mentoring, and competency development.
- Work closely with SAP Practice leaders to build future capabilities.
- Optimize resource utilization while maintaining delivery quality.
- Monitor SLA performance, backlog health, delivery metrics, and service quality.
- Drive automation, process optimization, and continuous improvement initiatives.
- Establish reusable delivery assets, documentation standards, and knowledge management practices.
- Leverage AI-powered productivity tools to improve planning, reporting, documentation, and operational efficiency.
- Monitor service financials, forecasts, resource utilization, and profitability.
- Support effort estimation, budgeting, demand planning, and capacity forecasting.
- Ensure contractual commitments and governance requirements are consistently achieved.
- Identify opportunities to expand existing customer engagements.
- Lead globally distributed SAP consultants across multiple technologies.
- Foster a culture of ownership, accountability, collaboration, and customer focus.
- Mentor delivery leads and consultants while encouraging continuous learning.
- Promote adoption of emerging SAP technologies, AI-enabled delivery practices, and industry best practices.
- Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.
- 10–12 years of IT industry experience.
- Minimum 8 years of experience managing SAP Managed Services, Application Support, or SAP Service Delivery engagements.
- Experience managing SAP services for large enterprise customers.
- Strong understanding of SAP Application Lifecycle Management, Production Support, Enhancement Delivery, and Service Transition.
- Experience leading globally distributed cross-functional teams.
- Excellent leadership, communication, stakeholder management, negotiation, and problem-solving skills.
Experience managing delivery teams supporting one or more of the following technologies:
- SAP S/4HANA
- SAP PP/DS
- SAP Advanced Variant Configuration (AVC)
- SAP Basis
- SAP Security & GRC
- SAP Redwood
- SAP Winshuttle (Evolve)
- SAP Enterworks
- Centric PLM
- SAP Fiori
- SAP Cloud ALM
- SAP Solution Manager
- SAP Managed Services
- Service Delivery Management
- Application Support Management
- Incident, Problem & Change Management
- Service Transition
- SLA & KPI Management
- Continuous Service Improvement
- Project Planning & Coordination
- PMO Governance
- Resource & Capacity Planning
- Demand Management
- Risk & Issue Management
- Vendor Management
- Financial Management
- Executive Reporting
- Microsoft Project
- Jira
- Azure DevOps
- Confluence
- SAP Cloud ALM
- SAP Solution Manager
- Microsoft 365
- Power BI
- Microsoft Copilot
- ChatGPT
- AI-assisted Project Management Tools
- AI-enabled Reporting & Documentation
- Customer Relationship Management & Executive Stakeholder Management
- SAP Service Delivery Leadership & Governance
- Operational Excellence & Resource Optimization
- Strategic & Project Planning
- Financial Management
- Cross-functional Team Leadership
- Communication & Presentation
- Problem solving, Negotiation & Conflict Resolution
- Growth Mindset, Customer Focus, Ownership & Accountability
- Ability to rapidly learn and integrate emerging SAP technologies and new service offerings.
- PMP or PRINCE2
- ITIL Foundation / ITIL Managing Professional
- SAP Activate Project Manager (Preferred)
- Scrum Master Certification
- SAFe Agilist (Preferred)
- Consistently achieve SLA, KPI, quality, and customer satisfaction targets across all assigned SAP service areas.
- Deliver production support, enhancement initiatives, and service transitions with predictable quality and minimal business disruption.
- Maintain high consultant utilization while ensuring appropriate technical competency across delivery teams.
- Successfully onboard new SAP technologies and enterprise applications into the managed services portfolio.
- Improve operational efficiency through governance, automation, AI-enabled delivery practices, and continuous improvement initiatives.
- Build trusted customer relationships through predictable delivery, proactive communication, and measurable business outcomes.
- Contribute to the growth and maturity of Atlas Systems' SAP Services practice through delivery excellence and continuous capability development.
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