Job ID: 3189372
Job Summary:
We are looking for a highly motivated and experienced Service Delivery Manager to oversee the end-to-end delivery of IT managed services for our clients. This role is critical in ensuring that Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) are consistently met, maintaining high service quality, and driving continuous improvement across all aspects of service delivery, including incidents, problems, changes, capacity, and financial management. The ideal candidate will possess a strong understanding of SAP landscapes and ITIL best practices, with a proven track record in managing complex IT environments and client relationships.
Key Responsibilities:
- Service Governance: Lead and manage regular service cadence meetings (weekly/monthly reviews), track SLAs/OLAs, KPIs, ensure compliance, and maintain audit readiness for assigned services.
- Customer Management: Act as the primary point of contact for clients, manage escalations, drive customer satisfaction (CSAT/NPS), and maintain strong client relationships through effective communication and expectation management.
- Operations Oversight: Ensure the effective execution of Incident Management, Problem Management, and Change Management processes. Lead major incident management (MIM Bridge) and ensure timely root cause analysis and implementation of preventive actions.
- Delivery Management: Coordinate effectively with cross-functional internal teams, external vendors, and third-party service providers. Manage capacity and demand planning, and oversee workforce planning to ensure adequate resource allocation.
- Continuous Improvement: Drive initiatives for automation, shift-left strategies, process optimization, and cost reduction. Maintain a robust Continuous Service Improvement (CSI) register and ensure its active use.
- Financial Management: Own and manage service budgets, forecasts, invoicing processes, variance analysis, and ensure profitability and margins for the service portfolio.
- Risk and Compliance: Maintain a comprehensive risk register, ensure Disaster Recovery and Business Continuity Planning (DRBCP) readiness, and guarantee adherence to security and regulatory requirements (e.g., ISO, ITIL controls).
- Reporting: Develop and publish performance dashboards, detailed service performance reports, and executive summaries for stakeholders.
- Contract Scope Management: Ensure adherence to Statement of Work (SOW) and Master Service Agreement (MSA) terms. Manage change requests effectively and control project scope to prevent scope creep.
Must-Have Qualifications:
- Strong understanding of SAP landscapes, modules, and integration technologies (ECC/S4HANA/BTP/Fiori/PI/PO/SolMan).
- Solid knowledge of SAP Basis fundamentals, including system monitoring, transport management, performance tuning, and user/security administration.
- Familiarity with SAP Application Management Services (AMS) processes and best practices.
- Good understanding of the ITIL framework, particularly Incident, Problem, and Change Management.
- Ability to interpret and report on SAP SLAs, KPIs, and service dashboards.
- Proven experience coordinating with SAP functional and technical teams (ABAP, Basis, Functional Consultants).
Preferred Qualifications:
- Exposure to SAP Cloud platforms (BTP), integrations, and hybrid environments.
Additional Details:
- Location: Austin, TX
- Employment Type: Contract (6 Months)
- Work Arrangement: 100% Onsite
Special Requirements
100% Onsite
Compensation & Location
Salary: $110,000 – $160,000 per year
Location: Austin, TX
Recruiter / Company – Contact Information
Recruiter / Employer: siriinfoinc
Email: nitha.g@siriinfoinc.com
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