Sap Service Delivery Manager

Tata Consultancy Services; 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

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

• Strong leadership and people management skills with experience managing global, distributed teams.
• Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
• Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.

Base Salary Range

Base Salary Range : $130,000 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 & 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

Wilmington, DE

Function

TECHNOLOGY

Role

Engineer

ID

434061

Skills

Service Management

Salary Range

$130,000 - $180,000

Desired Candidate Profile

Qualifications

BACHELOR OF COMPUTER SCIENCE