Job Summary
Strong communication with good stakeholder management skills
Familiarity with S4 and global templates/ roll outs including OTC, P2P, R@R, CPI/ Integration
Has led support/ Application Maintenance team of 50+ consultants for medium to large scale SAP systems
Managed P&L and understands the commercial construct well
Driving business aligned KPI and has sufficient exposure to working with business teams
ITIL certified
Automation/ Gen AI and AI Agent first mindset
Key Responsibilities
Client & Stakeholder Management
■ Serve as the primary point of contact for senior client stakeholders including CIO, CTO, and VP-level executives.
■ Build and sustain trusted, long-term client relationships; proactively manage client expectations and satisfaction.
■ Conduct regular service review meetings (weekly, monthly, quarterly) and present performance dashboards.
■ Drive account growth by identifying expansion opportunities, new service areas, and upsell potential.
■ Ensure contractual obligations are met and manage any scope change discussions professionally.
■ Manage a broad stakeholder landscape including client leadership, internal delivery teams, vendors, third-party
■ Facilitate effective governance forums including steering committees and service review boards.
■ Negotiate and align on priorities, trade-offs, and escalation resolutions across stakeholder groups.
■ Prevent escalations thru relationship and metrics
Key Responsibilities
AI leadership & AI first Approach
■ Strong working knowledge and exposure of AI/ agentic interventions to drive efficiencies and value, drive AI roadmap for customer and engagement
Team Management
■ Lead, mentor, and develop a high-performing cross-functional delivery team (L1/L2/L3, project managers, process leads).
■ Define roles, responsibilities, KPIs, and performance objectives for all direct and indirect team members.
■ Drive a culture of accountability, continuous learning, and service excellence across the team.
■ Identify skill gaps, coordinate training, and support career development planning for team members.
■ Manage team morale and retention, especially in high-pressure delivery environments.
Resource Fulfillment
■ Own end-to-end resource planning, forecasting, and fulfillment in alignment with project demands and SLA requirements.
■ Coordinate with HR, talent acquisition, and practice teams to onboard critical resources in a timely manner.
■ Manage resource allocation, utilization optimization, and bench management to minimize gaps.
■ Track headcount against contractual commitments and initiate augmentation requests when structural gaps emerge.
■ Manage third-party vendor and subcontractor engagements to supplement delivery capacity as required.
Proactive Risk Management
■ Maintain a live risk and issue register; proactively identify, assess, and mitigate delivery, commercial, people risk
■ Implement early warning systems and escalation triggers before risks materialize into incidents or SLA breaches.
■ Drive problem management and root cause analysis (RCA) processes; ensure robust corrective and preventive actions (CAPA).
■ Conduct regular health checks on service delivery operations and initiate improvement plans where gaps exist.
Communication & Reporting
■ Deliver clear, concise, and structured verbal and written communications
■ Prepare and present executive-level reports, MIS dashboards, and service performance packs.
■ Ensure transparency in all escalation communications without creating unnecessary alarm.
■ Champion communication best practices within the delivery team to maintain consistent messaging with the client
Skill Requirements
Technical/ Delivery Oversight
■ Maintain strong working knowledge of the managed technology landscape (applications, data, cloud, ITSM).
■ Provide technical direction and validate solutions proposed by delivery teams during critical incidents or change activities.
■ Drive engineering reviews, metrics, and governance
■ Champion ITIL best practices and drive adoption of automation and tooling to improve service efficiency.
■ Participate in architecture, change management, and deployment governance to minimize delivery risk.
■ ITIL/ Deep Support & maintenance exposure, drives SLAs, support governance and user delight
■ SAP functional/ tech landscape
■ Participate in architecture, change management, and deployment governance to minimize delivery risk