Job Summary
The Service Delivery Manager is accountable for end-to-end delivery of non-SAP application development, implementation, and managed services. The role combines project delivery, application support, engineering governance, client engagement, commercial management, and team leadership. The incumbent will ensure successful implementation, stable operations, SLA achievement, quality delivery, and continuous improvement across enterprise applications, digital platforms, integrations, cloud services, and data solutions
Key Responsibilities
The Service Delivery Manager is accountable for end-to-end delivery of non-SAP application development, implementation, and managed services. The role combines project delivery, application support, engineering governance, client engagement, commercial management, and team leadership. The incumbent will ensure successful implementation, stable operations, SLA achievement, quality delivery, and continuous improvement across enterprise applications, digital platforms, integrations, cloud services, and data solutions
Skill Requirements
Client and Stakeholder Management
- Act as the primary delivery contact for client leadership, business owners, product teams, and internal stakeholders.
- Conduct project reviews, weekly operational reviews, monthly service reviews, and steering forums with clear decisions and actions.
- Provide transparent reporting on delivery progress, service health, risks, financials, capacity, releases, and improvement initiatives.
- Manage expectations, priorities, trade-offs, scope changes, escalations, and cross-team dependencies.
- Identify opportunities for modernization, automation, service expansion, and measurable business value.
4. Team, Commercial, and Risk Management
- Lead and develop distributed teams across engineering, QA, DevOps, cloud, integration, data, project management, and support.
- Own demand forecasting, capacity planning, resource fulfilment, utilization, skill development, succession, and critical-role coverage.
- Manage delivery within contractual scope, budget, staffing model, and service commitments; control leakage and scope creep.
- Monitor estimates, effort, productivity, costs, subcontractors, change requests, revenue inputs, and margin improvement actions.
- Maintain active risk, issue, dependency, and action registers with early-warning indicators and mitigation ownership.
- Ensure compliance with client security, quality, audit, change, data-privacy, and operational-control requirements.
5. Continuous Improvement and Automation
- Build a continuous-improvement roadmap linked to delivery speed, quality, stability, productivity, cost, and user experience.
- Drive automation across testing, deployment, monitoring, incident triage, reporting, knowledge management, and recurring operational activities.
- Promote shift-left, self-service, reusable assets, technical-debt reduction, observability, and defect prevention.
Assess GenAI and agentic-AI opportunities with appropriate security, governance, data-protection, and oversight