SAP Service Delivery Manager

My name is Sudher Vurakaranam, and I represent Synchrony Systems Inc. We are currently supporting an implementation partner on a full-time opportunity. Based on your background, your experience may align well with this role.

Position Details:

Role:

SAP Service Delivery Manager

Locations:

Wilmington, DE

Employment Type:

Full-Time (W2 only)

Work Model:

5days a week onsite

Compensation: Base salary range of

$130,000-$180,000 per year, plus benefits

Experience Range

Min 8+ Years and Max 25 Years

Work Authorization

Who can work on a full-time W2 basis without sponsorship

Note:

• This role is not open for C2C/C2H/1099 or any contract arrangements
• This opportunity is available for candidates who can work on a full-time W2 basis without sponsorship.

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.

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.

If you are interested in learning more, please reply with your updated resume and preferred time for a brief discussion. If this opportunity is not a match, feel free to disregard this message.

Thank you for your time and consideration.

Sudher Vurakaranam

Desk: View phone number on us.fitly.work( Ext:3280)

Email: View email address on us.fitly.work

Synchrony Systems Inc, 3 Ethel Rd Ste 313, Edison NJ 08817.

SYNCHRONY CORP

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