SAP Service Delivery Manager
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Posted on:
Yesterday
Vacancies:
1 Vacancy
Job Summary
Position Description:
At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve. At CGI were a team of builders. We call our employees members because all who join CGI are building their own company - one that has grown to 72000 professionals located in 40 countries. Founded in 1976 CGI is a leading IT and business process services firm committed to helping clients succeed. We have the global resources expertise stability and dedicated professionals needed to achieve results for our clients - and for our members. Come grow with us. Learn more at .
This is a great opportunity to join a winning team. CGI offers a competitive compensation package with opportunities for growth and professional development. Benefits for full-time permanent members start on the first day of employment and include a paid time-off program and profit participation and stock purchase plans. We wish to thank all applicants for their interest and effort in applying for this position however only candidates selected for interviews will be contacted. No unsolicited agency referrals please.
Your future duties and responsibilities:
Position: SAP Service Delivery Manager
Experience: 12 15 Years
Category: Manager
Shift: 3.30PM to 12.30 AM - Flexible to work in Canadian shift
Main Location: Bangalore / Chennai / Hyderabad
Employment Type: Full Time
Education Qualification: BE/ related field with 12 years in SAP & 4 years in team handling role.
Required qualifications to be successful in this role:
Responsibilities:
SAP Service Delivery Manager (S/4HANA BWoH)
Location: Hyderabad Bangalore or Chennai
Team Size: 2530 Consultants (SAP Functional & Technical)
Role Overview
We are seeking a seasoned SAP Service Delivery Manager (SDM) to lead a team of 2530 SAP consultants providing application management services. The SDM will act as the primary point of accountability for the stability performance and continuous improvement of the SAP SCM and FI/CO solutions.
The ideal candidate will ensure Incident Change and Problem Management while driving productivity improvements through automation and process optimization.
Key Responsibilities
1. Service Management & Governance (ITIL Focus)
. Incident & Problem Management: Oversee the resolution of all application-tier incident tickets. Act as the primary escalation point for major incidents ensuring rapid restoration of service and leading Root Cause Analysis (RCA) to prevent recurrence.
. Change Management: Govern the end-to-end change lifecycle from requirement gathering and impact assessment to UAT and production deployment of Service Requests.
. SLA Ownership: Define monitor and report on Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). Ensure the team consistently meets or exceeds performance targets.
2. Team Leadership & Resource Management
. People Management: Lead mentor and coach a diverse team of 2530 consultants across functional (SD MM FI/CO RAR PS PM) and technical (ABAP BW BODS HANA PI) workstreams.
. Capacity Planning: Manage resource allocation shift schedules and skill-gap assessments to ensure the support team is adequately staffed.
. Performance Reviews: Conduct regular performance evaluations and foster a culture of technical excellence and accountability.
3. Continuous Improvement & Productivity
. Productivity Optimization: Identify bottlenecks in the support lifecycle and improve MTTR rates.
. Automation & Innovation: Drive the adoption of SAP automation tools to reduce manual effort and increase delivery speed.
. Value Realization: Align support activities with business value ensuring that the SAP landscape evolves to meet changing corporate needs.
4. Stakeholder & Vendor Management
. Business Liaison: Partner with Finance Supply Chain and Project leads to align IT delivery with business roadmaps.
Qualifications & Skills
. Experience: 12 years of experience in SAP environments with at least 5 years in a Service Delivery Manager or AMS Lead role managing teams of 20 members.
. Soft Skills: Exceptional conflict resolution negotiation and executive communication skills. Ability to stay calm and decisive under high-pressure scenarios.
. Technical Proficiency: Proven track record in managing SAP S/4HANA support or implementation projects.
. The SDM must possess a strong techno-functional understanding of the following S/4HANA environment: Functional: Core SCM (SD MM PM PS) and FI/CO (General Ledger AP/AR Asset Accounting). Technical & Data: High-level oversight of ABAP development BW reporting BODS (Data Services) and PI/PO (Integration).
. Certifications: ITIL Foundation or Practitioner SAP S/4HANA Functional/Technical Certification (good to have)
#LI-SG41
Skills:
- Delivery Management
- English
- SAP Business Suite
- Telecommunications
What you can expect from us:
Together as owners lets turn meaningful insights into action.
Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because
You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.
Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.
Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.
Come join our teamone of the largest IT and business consulting services firms in the world.
Required Experience:
Manager
Key Skills
About Company
The COMPANY is one of the few end-to-end consulting firms with the scale, reach, capabilities and commitment to meet clients’ enterprise digital transformation needs. Our 77,500 consultants and professionals work side-by-side with clients in 10 industries across more than 400 location ... View more
