SAP Service Delivery Manager

OverviewThe Infosys SURE (Services, Utilities, Resources, Energy) unit is dedicated to empowering businesses within the services, utilities, energy, and resources sectors through strategic digital transformation. We specialize in guiding organizations through the complexities of disruption, enabling them to unlock value and realize sustainable growth. Join us to be part of a pioneering team that leverages advanced AI and digital technologies to drive innovation and operational excellence. You'll have the opportunity to work on transformative projects that shape the future of these critical industries, collaborate with industry experts, and develop resilient strategies that respond to change and seize new opportunities. If you're passionate about AI and eager to make a significant impact, the Infosys SURE unit is the perfect place for you to grow and excelJob DescriptionIn the assigned Job Role of Package Project Lead 2, your Area Of Responsibility will be as below: Define project objectives and scope in alignment with business goals, ensuring efficient delivery in collaboration with stakeholders Coordinate sprint planning and meetings with technical teams and stakeholders while building and maintaining relationships with mid-level and senior client representatives Evaluate project deliverables and drive initiatives to adopt new methodologies and tools that enhance project execution and outcomes Identify and mitigate risks proactively while working with quality assurance teams to embed quality planning into project workflows and deliverables Develop and run project estimates, monitor budget performance, and optimize resource allocation for efficiency Support the preparation of technical and commercial proposals, aligning them with client needs and organizational capabilities Engage in planning resource allocation, conduct performance appraisals, and facilitate professional development to enhance team effectiveYour contribution to the team: Demonstration of strategic mindset for delivering impactful, client-aligned projects Expertise in managing complex ERP projects, including scope definition, resource allocation, and progress monitoring Problem-solving expertise and ability to steer project economics and delivery Strong relationship with mid and senior level client stakeholders Strong leadership abilities to foster team performance and growth Commitment to cultivating a culture of learning and innovationRequired Skill and ExperienceStrong understanding of:• Application Maintenance & Support (AMS) delivery model• ITIL-based Service Management processes• Incident Management, including Major/Critical Incident Management• Problem Management and Root Cause Analysis (RCA)• Change and Release Management• Service Request and Escalation Management• SLA/KPI tracking, monitoring, and compliance• Application availability, stability, and performance management• Production support and operational readiness• Service transition and knowledge management• Defect management and recurring incident reductionStrong Service Delivery & Governance capabilities:• Serve as the primary onsite interface between the client and offshore delivery/support teams• Drive daily/weekly service reviews and operational governance• Coordinate resolution of P1/P2 and business-critical production incidents• Ensure timely communication during major incidents, including business impact, progress, mitigation, and resolution updates• Drive RCAs for critical and recurring incidents and ensure corrective/preventive actions are implemented• Monitor ticket backlog, aging, SLA adherence, incident trends, problem tickets, and operational risks• Identify opportunities for ticket reduction, automation, process improvement, and proactive problem prevention• Coordinate cross-functional teams, infrastructure teams, application teams, vendors, and client stakeholders for issue resolutionClient & Stakeholder Management:• Strong client-facing and stakeholder-management skills• Ability to manage client expectations, escalations, priorities, and service commitments• Provide concise service health/status reporting to client and delivery leadership• Facilitate governance discussions around risks, dependencies, recurring issues, and improvement initiatives• Maintain strong coordination between onsite and offshore teams• Ability to translate technical issues into clear business-impact-oriented communicationLeadership & Operational Management:• Lead application maintenance/support teams across multiple workstreams• Drive ownership and accountability for incidents, problems, changes, and service requests• Manage resource coverage, support priorities, workload, and operational dependencies• Ensure proper documentation, knowledge transfer, runbooks, and support procedures• Drive continuous service improvement and operational excellence• Proactively identify service risks and establish appropriate mitigation plansPreferred Skill and Experience• Strong experience in Application Maintenance / Production Support engagements• Experience managing enterprise applications in a 24x7 support environment• Hands-on understanding of ITSM tools and ticket lifecycle management• Good understanding of SAP application landscapes and integration dependencies• ITIL knowledge/certification preferred• Excellent communication, leadership, coordination, and presentation skills• Experience working in an onsite-offshore delivery model• Ability to manage high-pressure production incidents and executive/client escalationsAdditional Required Qualifications• Bachelor’s degree or foreign equivalent required from an accredited institution. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • This position may require relocation and/or travel to work/project location. • Candidates authorized to work for any employer in the United States without employer-based visa sponsorship are welcome to apply. Infosys is unable to provide immigration sponsorship for this role now or in the future.EEO/About UsBenefitsAlong with competitive pay, as a full-time Infosys employee you are also eligible for the following benefits:Medical/Dental/Vision/Life InsuranceLong-term/Short-term DisabilityHealth and Dependent Care Reimbursement AccountsInsurance (Accident, Critical Illness , Hospital Indemnity, Legal)401(k) plan and contributions dependent on salary levelPaid holidays plus Paid Time OffAbout Us Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.EEO Infosys provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability.Technical/Domain Skill 1Domain|Enterprise Package processes|Enterprise Functions Technical/Domain Skill 2Foundational|Enterprise Package Processes|SAP Implementation Process Work LocationDetroit, MI CountryUSAState / Region / ProvinceMichiganCompanyITL USA Interest GroupInfosys Limited Job RolePackage Project Lead 2Career RolePrincipal Consultant - US: 154752BR