Service Delivery Director

HCL Technologies Limited; Bengaluru; On-site; INR 3,000,000 - 4,500,000; Full time

Job summary

HCLTech is seeking an experienced SAP S/4HANA Service Delivery Manager (SDM) to lead AMS delivery for a large-scale SAP landscape in Bengaluru. The role focuses on end-to-end service delivery, SLA compliance, stakeholder management and continuous improvement.

You will own AMS delivery for SAP S/4 modules, drive governance reviews, provide executive dashboards on SLA and backlog, and collaborate with global delivery teams with an onsite-offshore model.

Qualifications

• Experience leading SAP S/4HANA AMS delivery.
• Strong knowledge of SAP SD integration with MM/FI.
• Exposure to RICEFW objects and SAP support processes.
• Familiarity with ITSM tools such as ServiceNow.

Responsibilities

• Oversee end-to-end AMS delivery for SAP S/4HANA modules (SD preferred).
• Ensure SLA, KPI compliance and governance reporting to stakeholders.
• Drive incident, problem and change management aligned to ITIL.
• Manage major incidents and escalation processes (P1/P2).
• Coordinate with global delivery teams and onsite-offshore model.

Skills

SAP S/4HANA AMS

SAP SD integration

ServiceNow / ITSM

RICEFW objects

Governance & KPI reporting

Tools

ServiceNow

Job description

We are seeking an experienced SAP S/4 Service Delivery Manager (SDM) to lead and govern Application Management Services (AMS) delivery for a large-scale SAP S/4HANA landscape. The role will be responsible for end-to-end service delivery, SLA compliance, stakeholder management, and continuous improvement, ensuring stable and efficient operations.

Key Responsibilities

1. Service Delivery & Operations

• Own end-to-end AMS delivery (L2/L3) for SAP S/4 modules (SD preferred)
• Ensure adherence to SLAs, KPIs, and contractual commitments
• Drive incident, problem, and change management aligned to ITIL
• Manage major incident resolution (P1/P2) and escalation handling

2. Governance & Stakeholder Management

• Act as the primary interface for client stakeholders (business & IT)
• Lead weekly/monthly governance reviews and service reporting
• Provide executive dashboards on SLA, backlog, and service health
• Ensure alignment with global delivery teams and onsite-offshore model
• Identify and drive automation opportunities (ServiceNow, SAP, AI/ML)
• Improve productivity, MTTR, and ticket deflection
• Lead KEDB adoption and problem management maturity
• Drive efficiency gains (15-25%) through structured initiatives

4. Resource & Delivery Management

• Manage distributed AMS teams (onshore + offshore)
• Ensure right skill mix (Dreyfus-based capability maturity)
• Drive cross-skilling across SAP modules (SD, MM, FI integration)
• Monitor and improve team productivity (tickets/FTE)

Skill Requirements

Functional & Technical

• Strong experience in SAP S/4HANA AMS delivery
• Expertise in SAP SD module (with integration exposure to MM/FI)
• Understanding of RICEFW objects and SAP support processes
• Familiarity with ServiceNow or similar ITSM tools

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026totaled $14.8billion.