Global SAP Service Delivery Lead

Tata Consultancy Services; Edison (NJ); On-site; USD 140,000 - 180,000; Full time

Benefits offered by this job

Discretionary annual incentive

Comprehensive medical coverage

Family support: parental leaves

401k plan

Certification & training reimbursement

Vacation & holidays

Job summary

Tata Consultancy Services is seeking an experienced SAP Operations Lead to manage end-to-end service delivery, ensuring compliance with SLAs, KPIs, and contractual commitments. You will supervise incident, problem, change, and service request management across global teams and vendors.

The role requires strong governance, stakeholder communication, and a track record of process improvements. You will drive performance reviews and reporting to executives, maintaining high customer satisfaction

Qualifications

• Bachelor of Computer Science degree.
• Experience in SAP support operations and managed services.
• Familiarity with ITIL-based service management and governance.

Responsibilities

• Own and manage end-to-end SAP service delivery operations, ensuring services meet SLAs and KPIs.
• Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancements.
• Drive governance reviews, operational status meetings, and performance reporting with stakeholders.
• Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues.
• Act as primary escalation point for critical production issues and service risks.
• Monitor queues, backlog, delivery metrics, and capacity for continuous service improvement.
• Identify process improvements and automation opportunities to boost productivity and service quality.
• Maintain strong client relationships and manage expectations for high satisfaction.
• Ensure adherence to support processes, documentation, and QA practices.

Skills

SAP processes

ITIL governance

Stakeholder mgmt

Incident management

Problem management

Change & release mgmt

Cross-functional teams

Communication skills

Education

Bachelor of Computer Science

Tools

SAP

Job description

Tata Consultancy Services is seeking an experienced SAP Operations Lead to manage end-to-end service delivery, ensuring compliance with SLAs, KPIs, and contractual commitments. You will supervise incident, problem, change, and service request management across global teams and vendors.

The role requires strong governance, stakeholder communication, and a track record of process improvements. You will drive performance reviews and reporting to executives, maintaining high customer satisfaction