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

Medical Coverage

Parental Leaves

Auto & Home Insurance

Certification & Training Reimbursement

Vacation & Holidays

Legal & Financial Assistance

401K Plan

Job summary

Tata Consultancy Services Limited in Edison, NJ is seeking a Senior Engineer to own and manage end-to-end SAP service delivery. The role covers incident, problem, change, service request, and enhancement management, coordinating onsite/offshore teams and vendors to ensure on-time resolution and adherence to SLAs.

Requires strong SAP Hana knowledge, ITIL-based practices, and experience in managing global delivery teams. Salary range listed below with comprehensive employee benefits.

Qualifications

• Bachelor of Computer Science degree.
• Strong knowledge of SAP Hana and SAP functional processes.

Responsibilities

• Own and manage end-to-end SAP service delivery per SLAs, KPIs, and contracts.
• Lead SAP support operations across functional and technical workstreams.
• Drive governance reviews and performance reporting with business and IT.
• Coordinate cross-functional SAP teams, vendors, and partner resources.
• Act as primary escalation point for critical production issues.
• Monitor queues, delivery metrics, capacity, and trends for improvement.
• Identify process improvements and automation to raise productivity.
• Maintain strong client relationships and ensure high satisfaction.

Skills

SAP Hana

Education

Bachelor of Computer Science

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.

Generic Managerial Skills, If any

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.

Location: Edison, NJ

Function: TECHNOLOGY

Role: Senior Engineer

ID: 434670

Skills: SAP Hana

Salary Range: $140,000 - $180,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE