Global SAP Service Delivery Lead

Tata Consultancy Services Limited; Wilmington (DE); On-site; USD 130,000 - 180,000; Full time

Benefits offered by this job

Discretionary Annual Incentive

Comprehensive Medical Coverage

Family Support: Parental Leave

Insurance Options: Auto & Home

Certification & Training Reimbursement

Vacation, Time Off, Holidays

Job summary

Tata Consultancy Services Limited in Wilmington, DE seeks an Engineer to lead SAP service delivery, including incident and change management, across global teams. You will coordinate vendors, monitor performance metrics, and maintain strong client relationships to ensure service excellence.

The role emphasizes end-to-end delivery, adherence to SLAs, and continuous improvement in a complex IT environment. A strong background in service management and SAP operations is expected.

Qualifications

• Bachelor of Computer Science degree.

Responsibilities

• Own and manage end-to-end SAP service delivery operations, ensuring services are delivered as per agreed SLAs, KPIs, and contractual commitments.
• Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.
• Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.
• Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.
• Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.
• Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.
• Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.
• Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.
• Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.

Skills

Service Management

Education

Bachelor of Computer Science

Job description

Tata Consultancy Services Limited in Wilmington, DE seeks an Engineer to lead SAP service delivery, including incident and change management, across global teams. You will coordinate vendors, monitor performance metrics, and maintain strong client relationships to ensure service excellence.

The role emphasizes end-to-end delivery, adherence to SLAs, and continuous improvement in a complex IT environment. A strong background in service management and SAP operations is expected.