TecQubes Technologies - SAP Service Delivery Manager

Description :

1. Role Summary :

We are looking for an SAP Service Manager who will take end-to-end ownership of SAP S/4HANA application support and service delivery across multiple business functions (Finance, OTC, Supply Chain, etc.). This role is purely service management and AMS-focused NOT a project/implementation role. The candidate will act as the single point of contact (POC) for service delivery, SLA governance, critical incident handling, vendor management, and business-facing communication.

2. (Must-Have) Experience :

- 10-12+ years overall IT experience

- 3-5 years specifically in SAP AMS / Application Maintenance Support

- Currently or recently managing SAP support operations

- No pure project managers or SAP implementation-only profiles

- Strong experience in Business-as-Usual (BAU) / Run-the-Business mode

Certifications :

- ITIL Certification Mandatory

Work Model :

- 5 days a week from office (mandatory - high collaboration role)

- Shift : 11 AM - 8 PM

- Flexibility for business-critical escalation and 24/7 support scenarios

3. Scope of Responsibility :

SAP Service Delivery Ownership :

- Overall Service/Application Manager for SAP (not limited to one module)

- Covers :

1. Incident Management

2. Change Management

3. Problem Management

4. Service Request Fulfilment

5. Release & Downtime Management

- Acts as client-facing POC for all SAP service delivery

End-to-End Service Management :

- Owns end-to-end SAP service delivery for a specific client / zone

- Accountable for :

1. SLA adherence

2. Ticket flow governance

3. Service metrics & KPIs

4. Monthly / weekly service reviews

- Complete ownership of :

1. SAP S/4HANA core applications

2. Interfaces (e.g., XI/PO and satellite systems)

- Supporting SAP infrastructure (application + technical layers)

- Strong technical understanding of :

1. SAP system setup

2. SAP application architecture

3. SAP infrastructure & integrations

- Good knowledge of :

1. Interface technologies

2. Monitoring, sizing, and performance optimization

- Understanding of :

1. Backup/Restore processes

2. DRP (Disaster Recovery Planning)

3. Security & compliance requirements

- Exposure to core SAP functional processes, especially :

1. Finance

2. Order-to-Cash (OTC)

3. Supply Chain / Procurement

- Strong business process understanding

- Ability to translate business issues into technical actions

5. Key Tasks & Accountabilities :

Service Operations :

- Ensure stable, reliable SAP operations with minimal business disruption

- Act as escalation point for critical (Sev-1 / Sev-2) incidents

- Own :

1. Incident, Problem, Change, Release & Downtime processes

- Perform and drive root cause analysis and preventive actions

Vendor & Stakeholder Management :

- Manage multiple vendors against SLA and cost

- Align internal IT, vendors, and business teams

- Track action items, risks, and improvement plans

- Provide inputs to :

1. Contract managers

2. Project teams

3. Senior leadership

- Define and consolidate :

1. SLAs

2. KPIs

3. Service performance metrics

- Prepare :

1. Weekly & monthly service review decks

2. Senior management reports

- Ensure transparent tracking of :

1. SLA breaches

2. Critical risks

3. Budget deviations

- Ensure :

1. Security & compliance adherence

2. Zero open compliance issues

- Identify, track, and mitigate risks proactively

- Ensure SAP runs as per original architecture & design

Continuous Improvement :

- Drive :

1. Automation of manual processes

2. Performance optimization

3. Landscape simplification

- Propose and implement best practices

- Develop functional and technical teams through knowledge sharing

6. Key Skills & Behavioral Expectations :

- Strong analytical & problem-solving skills

- Excellent stakeholder communication

- Ability to lead in high-pressure, critical incident scenarios

- Strong ownership mindset

- Ability to balance business urgency, cost control, and technical stability