Dairy Day is one of Indias largest ice cream brands.

Over the last 20+ years, we have built a formidable presence across South & West India and are continuously expanding across the country, selling to over 60,000+ retailers.

Dairy Day manufactures and supplies products across a variety of cups, cones, sticks, tubs, and other special packaging with over 30+ flavors.

The company has state-of-the-art manufacturing facilities in Karnataka with a production capacity of 2.5 Lakh liters/day.

We are looking to hire a full-time SAP Service Delivery Lead to oversee the end-to-end delivery of SAP BAU services, ensuring high levels of system availability, performance, and customer satisfaction.

This role involves managing service delivery processes, coordinating cross-functional support teams, and working closely with IT Business Partners and Business Teams to drive value from our SAP systems.

The ideal candidate will possess strong technical and managerial skills, with a proven track record in SAP service management.

ROLE AND RESPONSIBILITIES :

- Stakeholder Engagement : Act as the primary point of contact for business stakeholders and IT Business Partners regarding SAP service delivery, ensuring alignment between IT services and business needs.

- Service Delivery Management : Oversee daily operations, including incident management and service request management from response to resolution ensuring delivery of SAP services with high system reliability, optimal performance, and adherence to defined SLAs.

- Team Leadership & Coordination : Lead and coordinate SAP support teams, including internal resources and external vendors, to ensure efficient and effective service delivery.

- Vendor Management : Collaborate with external vendors such as support partner and SAP, ensuring service quality, contract compliance, and timely resolution of vendor-related or product related issues.

- Continuous Improvement : Drive process improvements for SAP service delivery, focusing on automation, standardization, and best practices to enhance service quality and reduce downtime.

- Change Management : Oversee SAP change management processes, ensuring changes are deployed seamlessly with minimal impact to end-users, in adherence to proper ITGC standards

- Performance Monitoring & Reporting : Develop and maintain service performance metrics, create regular reports, and communicate these to stakeholders.

- Budget & Resource Management : Manage service delivery budgets, resource allocation, and cost optimization to achieve the best value for the organization.

- Controls & Compliance : Ensure compliance of the SAP landscape with ITGC audit and contractual parameters

QUALIFICATIONS AND EDUCATION REQUIREMENT :

Academic :

- Relevant degree in Information Technology, Computer Science, Business Administration, or a related field

Professional :

- 8-10 years of relevant experience in SAP Service Delivery Management or SAP Project Management in an SAP S/4 HANA ecosystem

- Familiarity with ITIL or similar service management frameworks.

- Excellent communication and interpersonal skills, with the ability to effectively engage with stakeholders at all levels of the organization.

- Analytical mindset with the ability to translate data into actionable insights and recommendations.

KNOWLEDGE & EXPERIENCE :

- Good to Strong knowledge of SAP modules and SAP Technical Platform (e.g., FI, CO, MM, SD, PP, QM, CPI, BTP, etc ).

- Good to Strong understanding of SAP Basis, SAP Solution Manager, and system monitoring tools.

- Proven experience in managing medium to large-scale SAP environments and cross-functional support teams