Associate Service Delivery Manager

Job Summary:

The SAP Associate Service Delivery Manager is responsible for managing end-to-end SAP application support services for a large enterprise account, with a strong focus on service excellence, stakeholder management, and operational efficiency. This role acts as the single point of contact for the customer and internal teams, ensuring consistent delivery of high-quality support services aligned with SLAs, business priorities, and customer expectations.

Reporting to the Account Director, the role requires strong experience in SAP support delivery, ITIL-based service management, and team leadership across onsite and offshore models. The ideal candidate will have proven expertise in managing 24x7 support environments, driving process improvements, and ensuring high customer satisfaction, particularly within public sector engagements.

Key Skills

Must Have

• 8+ years of experience in IT consulting/services, with at least 5 years in Service Delivery Management
• Proven experience in managing SAP application support and/or SAP AMS engagements
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Experience in managing SLAs, service metrics, and continuous improvement initiatives
• Strong stakeholder management skills, including client-facing experience at senior levels
• Experience managing onsite, offshore, and distributed teams (including 24x7 support models)
• Strong people management skills including team development, retention, and performance management
• Experience in handling customer escalations and driving resolution within defined SLAs
• Strong commercial awareness including gross margin and cost management
• Excellent communication, reporting, and coordination skills

Nice to Have

• ITIL certification (strongly preferred)
• Experience in Public Sector projects
• Domain knowledge in Finance / Tax
• Postgraduate qualification in Management
• Experience in SAP change management and enhancement delivery
• Exposure to audit, compliance, and governance frameworks
• Familiarity with automation and service improvement tools

Key Responsibilities

Service Delivery Management

• Own and manage end-to-end SAP application support delivery, ensuring adherence to SLAs, KPIs, and quality benchmarks
• Act as the single point of contact for the customer, ensuring effective communication and service alignment
• Drive incident resolution, service requests, and problem management processes
• Monitor service performance, identify improvement opportunities, and implement process enhancements
• Ensure timely escalation and resolution of issues as per the defined escalation matrix
• Conduct regular service reviews, including weekly/monthly reporting and steering committee meetings
• Track and manage commercial aspects including billing, cost control, and gross margin

Stakeholder & Customer Management

• Build and maintain strong relationships with customer stakeholders and act as a trusted advisor
• Manage customer expectations, feedback, and escalations proactively
• Drive customer satisfaction initiatives, including CSAT surveys and improvement plans
• Provide regular updates to stakeholders on service performance, risks, and improvements

Team & People Management

• Lead and manage onsite and offshore SAP support teams, including 24x7 operations
• Define shift rosters and ensure optimal resource utilization
• Act as the primary point of contact for team members and ensure effective communication
• Drive team engagement, performance management, and retention while minimizing attrition risks
• Collaborate with resource management teams for proactive staffing and hiring decisions
• Ensure effective knowledge transfer and capability building within the team

Process & Governance

• Implement and drive ITIL-based service management processes across incident, problem, and change management
• Ensure adherence to internal and external compliance requirements
• Support internal and external audits and ensure process readiness
• Drive quality initiatives and promote a culture of continuous improvement
• Define and enhance processes to improve efficiency, service quality, and customer value

Operational Excellence & Continuous Improvement

• Identify opportunities for automation, efficiency, and service optimization
• Drive proactive problem management and root cause analysis
• Recommend system improvements, configuration changes, and enhancements
• Align service delivery with business priorities and ensure value realization for the customer
• Anticipate risks and infrastructure-related challenges, ensuring proactive mitigation

Business Skills

• Excellent oral and written communication skills, the ability to communicate with others clearly and concisely.
• Understands business processes for focus areas or modules.
• Ability to do research and perform detailed tasks.
• Strong analytical skills.
• Understands business functionality related to SAP module/application as well as can identify and understand touch points between modules.
• Understands how to solve detailed SAP problems.
• Understands and can explain best business practices, especially those that SAP enables.

Consulting Skills

• Strong consulting orientation with the ability to understand client business operations and align SAP support services to business priorities and outcomes
• Ability to act as a trusted advisor to customers by providing recommendations on system optimization, process improvements, and service enhancements
• Expertise in analyzing recurring incidents and translating them into long-term solutions, including process re-engineering and preventive measures
• Capability to identify improvement opportunities in SAP support landscapes and propose value-driven initiatives (automation, standardization, efficiency improvements)
• Ability to bridge the gap between business users and technical teams, ensuring clear articulation of issues, solutions, and business impact
• Strong problem-solving approach with the ability to diagnose complex issues and recommend practical, scalable solutions
• Experience in conducting service review discussions with stakeholders, presenting insights, trends, and improvement roadmaps
• Ability to influence customer decisions through data-backed insights, service metrics, and industry best practices
• Skilled in managing ambiguous situations and providing structured, actionable recommendations
• Strong stakeholder alignment capabilities across business, IT, and vendor teams
• Ability to challenge existing processes constructively and recommend ITIL-aligned and SAP best practices
• Commercially aware consulting approach, balancing service quality, cost optimization, and contractual commitments

General Skills/Tasks

• Evaluates and design application and/or technical architectures.
• Leads team effort in developing solutions for projects.
• Completes assignments within budget, meets project deadlines, makes and keeps sensible commitments to client and team.
• Meets billing efficiency targets and complies with all administrative responsibilities in a timely and effective manner.
• Keeps project management appraised of project direction and client concerns.
• Understands the client's business and technical environments.
• Regularly prepares status reports.
• Effectively manage a single engagement on a detailed level.
• Define project scope.
• Direct team efforts in developing solutions for mission-critical client needs.
• Manage the team responsible for the daily activities of assigned projects.
• Ensure project quality, satisfaction, and profitability.

Invenio is an Equal Opportunity Employer that does not discriminate based on actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth and pregnancy-related conditions), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, disability, genetic information, or any other characteristic protected by applicable federal, state or local laws and ordinances. Invenio's management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs and general treatment during employment.