SAP Service Delivery Manager

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

Job Description

Must Have Technical/Functional Skills

• Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.
• Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.
• Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.
• Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.
• Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.
• Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.
• Excellent communication, customer management, escalation handling, and problem-solving skills.

Roles & 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.

Base Salary Range

$140,000 to $180,000 Per Annum

TCS Employee Benefits Summary

• Discretionary Annual Incentive.
• Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
• Family Support: Maternal & Parental Leaves.
• Insurance Options: Auto & Home Insurance, Identity Theft Protection.
• Convenience & Professional Growth: Commuter Benefits & Certification & amp; Training Reimbursement.
• Time Off: Vacation, Time Off, Sick Leave & Holidays.
• Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Qualifications

BACHELOR OF COMPUTER SCIENCE