SAP - Service Delivery Manager in Pune (Baner)

Unipart Services; Pune District; Hybrid; INR 4,000,000 - 7,000,000; Full time

Job summary

Unipart Services in Pune is seeking a Service Delivery Manager to own SAP delivery and support from our India office. This senior role requires deep SAP ECC, S/4HANA, and RISE with SAP expertise, and the ability to guide a cross-functional team to meet timelines and CSAT targets.

The role is hybrid (4 days in office) in Pune Baner, with direct interaction with customers and stakeholders to define scope, drive service quality, manage SLAs and SOWs, and contribute to account P&L.

Qualifications

• Essential: Deep SAP experience across ECC, S/4HANA, and RISE with SAP.
• Essential: Experience in delivering SAP services with strong client engagement.
• Desirable: PMP/PRINCE2/ITIL 4 Foundation or Scrum Master certifications.

Responsibilities

• Strategic Scoping & Business Alignment: Define scope with stakeholders and translate to SAP delivery plans.
• Support & Project Leadership: Own end-to-end SAP support service operations and CSAT targets.
• Technical & Functional Guidance: Act as escalation authority for SAP ECC, S/4HANA, and RISE landscapes.
• ITIL & Agile Operations: Oversee ITIL processes and promote Agile/SAP Activate delivery frameworks.
• SLA, Quality & SOW Management: Manage SLAs/KPIs and SOWs with quality control.
• Commercial & Resource Management: Forecast resources, contribute to account P&L and budgets.
• Service Improvement: Drive CSIP and risk mitigation actions.
• Team Leadership: Lead and mentor a cross-functional SAP team.

Skills

SAP ECC

S/4HANA

RISE with SAP

Delivery leadership

Stakeholder management

Team mentorship

ITIL & Agile

Customer engagement

Offshore leadership

Education

Bachelor/Master IT related

Job description

Dear Candidate,

Greetings of the day, We are currently hiring for SAP

Service Delivery Manager in Pune. This senior leadership role is designed to take full ownership and strategic direction of SAP support and delivery services delivered from the India office in Pune. Acting as a hybrid Subject Matter Expert (SME) and Senior Delivery Leader, the ideal candidate brings in-depth functional and technical mastery of SAP ECC, RISE with SAP, and S/4HANA. You will work directly with internal and external customers to understand project scope, precise business needs, and the required outcomes. By guiding and leading a team of SAP functional and technical consultants, you will ensure the seamless delivery of SAP solutions, maintaining strict adherence to timelines, superior quality, and outstanding customer satisfaction (CSAT) scores.

Work location :- Pune (Baner)
Work Mode :- Hybrid (4 Days in office)

Role & responsibilities

Key Responsibilities

• Strategic Scoping & Business Alignment: Partner directly with internal and external stakeholders to deeply understand business needs, define scope, and translate them into actionable SAP delivery plans that guarantee desired business outcomes.
• Support & Project Leadership: Lead and own end-to-end SAP support service operations, ensuring high-quality standard delivery, driving timely issue resolution, and consistently meeting or exceeding Customer Satisfaction (CSAT) scores.
• Technical & Functional Guidance: Serve as the primary functional and technical escalation authority. Actively mentor, guide, and support the consulting team across SAP ECC (e.g., MM, SD, FI, WM, ABAP and BASIS), S/4HANA, and RISE with SAP landscapes.
• ITIL & Agile Operations: Oversee standard ITIL practices (Incident, Problem, Configuration, and Demand Management) while championing modern Agile and SAP Activate delivery frameworks where applicable.
• SLA, Quality & SOW Management: Manage Statements of Work (SOWs), rigorously monitor key performance indicators (KPIs) and Service Level Agreements (SLAs), and enforce strict quality control over team deliverables.
• Commercial & Resource Management: Oversee resource forecasting, capacity planning, and contribute to account P&L and budget tracking for support contracts and initiatives.
• Service Improvement: Drive Continuous Service Improvement Plans (CSIP), proactively identify potential delivery risks, and execute preventative and corrective actions.
• Team Leadership: Lead, mentor, and motivate a cross-functional SAP team of 1520+ members. Expand the team based on business needs and cultivate a proactive, responsive, and healthy support culture.

Qualifications

• Essential: Bachelors or Masters degree in IT, Computer Science, Finance, Business Management, or equivalent work experience.
• Essential: Valid certifications in SAP S/4HANA / RISE, or core SAP functional/technical modules.
• Desirable: PMP, PRINCE2, ITIL 4 Foundation/Managing Professional, or Scrum Master certification.

Experience & Skills

• Overall Experience: 1218+ years of IT industry experience, with a minimum of 5-7 years functioning as a Delivery Manager or Senior Leader in SAP operations and service delivery.
• Technical & Functional Competency: Exceptional hands-on knowledge of core SAP ECC functional modules (e.g., FI, CO, MM, SD, WM) and technical areas (ABAP, BASIS). Requires deep working expertise in S/4HANA and RISE with SAP architectures to effectively architect solutions and directly guide delivery teams.
• Customer-Facing Expertise: Proven track record of direct customer engagement, requirement gathering, status reporting, handling high-priority user escalations, and aligning technical solutions with executive business goals.
• Support Delivery Mastery: Extensive experience managing SAP ECC and S/4HANA application support projects, managing major incidents, guiding system upgrades/enhancements, and achieving business objectives.
• Leadership & Collaboration: Demonstrated success in managing offshore teams (15+ members), collaborating across global delivery centers (especially with UK-based stakeholders), and maintaining a high-performance work culture.
• Communication: Exceptional oral, written, and presentation skills; ability to seamlessly bridge the gap between business objectives and technical delivery execution.