Location : Vadodara, Gujarat

Job Type : Full-Time | Onsite (Work from Office)

Department : Business Applications (SAP / SFDC)

Experience : 8+ Years

About the Role :

We are looking for a high-caliber Service Delivery Leader to anchor and scale our Business Applications practice (SAP & Salesforce).

This is a client-facing, P&L-influencing leadership role responsible for driving delivery excellence, deepening strategic client relationships, and building high-performing teams across large enterprise accounts.

You will operate at the intersection of technology, operations, and business outcomes - owning end-to-end service delivery while shaping account growth, talent strategy, and governance at scale.

The mandate is clear deliver predictable outcomes, build trusted partnerships, and create a delivery engine that scales.

What You Will Own :

1.Client Leadership & Strategic Partnership :

- Serve as the executive-facing point of contact for client stakeholders across SAP and Salesforce engagements

- Build trusted advisor relationships with CIOs, Business Heads, and Program Sponsors

- Lead governance cadences (daily/weekly/monthly/quarterly) with a focus on outcomes, not activities

- Anticipate risks, manage escalations, and convert challenges into opportunities for value creation

2.Delivery Excellence & Operational Rigor :

- Own end-to-end service delivery across AMS, enhancements, and project-based engagements

- Establish and enforce best-in-class delivery frameworks (ITIL, SLA/KPI governance, reporting dashboards)

- Drive continuous improvement, automation, and efficiency across delivery operations

- Ensure predictable delivery through structured incident, problem, and change management

3. Account Growth & Commercial Ownership :

- Partner with Business Development and Leadership to expand existing accounts and identify upselling opportunities

- Drive revenue growth, margin optimization, and cost control at the account level

- Support proposal development, solutioning, and contract negotiations

- Own financial metrics including billing accuracy, utilization, and profitability

4. Talent Strategy & Workforce Scaling :

- Translate client demand into strategic workforce plans (capacity, capability, and cost)

- Build and scale teams of 5070+ consultants including practice leads

- Partner with Talent Acquisition to hire high-quality SAP & Salesforce professionals

- Drive utilization, performance management, and succession planning

5. Leadership & Culture Building :

- Lead with a high-performance, ownership-driven culture

- Mentor and develop next-generation leaders within SAP and Salesforce practices

- Foster collaboration across delivery, sales, and corporate functions

- Drive accountability, transparency, and execution discipline across teams

6. Governance, Risk & Compliance :

- Ensure adherence to client contracts, SLAs, and internal governance standards

- Lead audit readiness and compliance management (internal and external)

- Maintain robust documentation and reporting frameworks

What We Are Looking For :

Must Have Skills :

- 8+ years of experience in IT Service Delivery / Account Management in SAP and/or Salesforce ecosystems

- Proven experience managing large-scale accounts (5070+ resources)

- Strong track record in client relationship management and stakeholder engagement

- Expertise in resource planning, hiring, and team leadership

- Deep understanding of ITIL-based delivery models and governance frameworks

- Demonstrated ability to manage SLAs, KPIs, escalations, and delivery performance

- Strong business acumen with experience in financial and commercial management

- Exceptional communication, executive presence, and problem-solving capabilities

Good To Have Skills :

- Exposure to SAP (S/4HANA, ECC) and Salesforce (Sales Cloud, Service Cloud) ecosystems

- Experience managing global clients and distributed teams

- Familiarity with Agile, Scrum, or hybrid delivery models

- Experience in pre-sales, solutioning, and proposal development

- Hands-on exposure to tools like ServiceNow, Jira, or similar ITSM platforms

Certifications (Preferred) :

- SAP Certification (Functional/Technical)

- Salesforce Certifications (Administrator / Consultant)

- ITIL Foundation / Intermediate

- PMP / PRINCE2

How You Will Be Measured :

- Client Impact Satisfaction, retention, and relationship depth

- Delivery Excellence SLA/KPI adherence and service quality

- Financial Performance Revenue growth, margins, and utilization

- Operational Efficiency Process improvements and automation impact

- Team Health Engagement, retention, and leadership pipeline