Senior Service Delivery Manager

Capgemini; Mumbai; On-site; INR 3,200,000 - 5,200,000; Full time

Job summary

Capgemini in Mumbai is seeking an experienced Service Delivery Manager with deep SAP Retail expertise to lead end-to-end service delivery, manage client relationships, and ensure SLA compliance across large, multi-functional delivery teams.

You will drive continuous improvement, oversee incident, change and problem management, mentor teams, and collaborate with stakeholders to optimise retail operations and customer outcomes in a fast-paced global environment.

Qualifications

• 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.

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Skills

Service Delivery Management

SLA Management

Stakeholder Engagement

Leadership

Analytics

Communication

ITIL

Tools

SAP Retail

Demand Management

Job description

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.
• 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.
• 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

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