Senior Service Delivery Manager
India
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Job Description
Senior Service Delivery Manager
Bengaluru, Karnataka

Job Summary

Experience

Professional, typically 8-10+ years in SAP AMS/service management

Role purpose

Lead SAP service governance during transition and steady-state entry, ensuring SLA/KPI readiness, escalation control, reporting discipline and operational continuity across functional and technical SAP teams.

Business / application coverage

SAP AMS operations, incident/problem/change/service request governance, transition readiness, runbook/SOP adoption, SLA/KPI reporting, stakeholder engagement and escalation management.

 

Key Responsibilities

Key responsibilities

- Own SAP transition service readiness across KT, shadow, reverse-shadow and go-live readiness gates.
- Establish operating cadence for daily/weekly service reviews, incident reviews, backlog reviews, escalation calls and readiness reporting.
- Track SLA/KPI readiness for incident response/resolution, service-request fulfilment, RCA quality, change controls and reporting transparency.
- Coordinate across OTC, MM/PP, Finance, Security, BASIS, Development, Integration, BW/BI and L1.5/command-centre roles.
- Manage escalations, risks, dependencies and operational blockers impacting transition or service continuity.
- Ensure SOPs, runbooks, KT artefacts, known-error records and transition documentation are created, reviewed and ready for steady-state use.
- Drive continuous-improvement opportunities from incident patterns, recurring requests and transition learnings.

 

Skill Requirements

Mandatory skills

ITIL service management; SAP AMS operations; ServiceNow or equivalent ITSM; SLA/KPI reporting; stakeholder management; transition governance; incident/problem/change management.

Optional skills

Agile/Kanban support model, automation governance, SAP Solution Manager, Jira, offshore delivery governance, command-centre operations.

Key interfaces

Engagement Lead, Transition Manager, Sonova Domain Leads, Tower Leads, Functional Consultants, BASIS, Security, Integration, Quality and L1.5 Support.

 

Other Requirements

Expected KPIs / outcomes

SLA readiness, service reporting timeliness, escalation closure, transition exit criteria completion, KT artefact completion, backlog stability and stakeholder satisfaction.

 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 227,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending March 2026 totaled $14.7 billion.