Track Manager - SAP BASIS
India
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Job Description
Track Manager - SAP BASIS
Others, Uttar Pradesh

Job Summary

: Results-driven Program / Delivery Coordination Specialist with 6–8 years of experience in global delivery operations, SLA governance, stakeholder coordination, and KPI-driven execution. Proven ability to act as a bridge between Sales, Delivery, Engineering, and Operations teams, ensuring seamless handovers, efficient ticket resolution, accurate reporting, and financial/commercial alignment. Strong exposure to SAP S/4HANA project environments, service ticket management, and pricing/commercial data validation.

Key Responsibilities

 Stakeholder Management & Global Coordination SLA Tracking, KPI Monitoring & Reporting Ticket Management & Incident Resolution Financial Pricing Files & Commercial Validation Escalation & De-escalation Management Sales-to-Delivery Handover Governance Process Improvement & Operational Excellence SAP S/4HANA Delivery Support Dashboarding & Data Accuracy

Skill Requirements

 Stakeholder Coordination & Communication 1. Acted as a central coordination point across Sales, Delivery, Engineering, Provisioning, and Partner teams across global geographies. 2. Built strong cross-functional relationships to ensure alignment on project deliverables and timelines. 3. Delivered structured executive-level communication and reporting to leadership and stakeholders. 4. Managed expectations proactively during delays, dependencies, and transition phases. Ticket Management & Operational Support 1. Managed and tracked service tickets, incidents, and requests across tools (e.g., ServiceNow/JIRA or similar). 2.Ensured timely resolution of tickets in alignment with defined SLAs and priority levels. 3.Coordinated with technical and functional teams to resolve critical/high-priority tickets and minimize escalations. 4.Maintained ticket hygiene, status accuracy, and closure compliance. Financial Pricing & Commercial Coordination 1.Worked on financial pricing files, commercial data validation, and contract-linked pricing inputs. 2.Collaborated with Sales and Commercial teams to ensure accurate pricing structures and alignment with customer agreements. 3.Reviewed pricing data for completeness, consistency, and correctness before delivery handover. 4.Supported revenue assurance by tracking dependencies linked to pricing, billing readiness, and order accuracy. Escalation & De-escalation Management 1.Identified risks impacting timelines, SLAs, and deliverables proactively. 2.Drove structured escalation processes with clear impact analysis and mitigation plans. 3.Supported de-escalation of critical delivery and operational issues, ensuring minimal business impact. 4.Tracked escalations to closure and ensured accountability across teams. Project Tracking, Reporting & SLA Management 1.Tracked multiple SAP S/4HANA projects using dashboards, trackers, and reporting tools. 2.Monitored SLA adherence, milestones, and delivery timelines. 3.Delivered accurate weekly/monthly reports highlighting risks, KPIs, and performance trends. 4.Ensured data integrity and transparency across all reporting artifacts. KPI Monitoring & Performance Tracking 1.Owned and tracked key KPIs related to SLA adherence, ticket resolution, escalation management, and delivery readiness. 2.Identified trends and provided actionable insights for performance improvement. 3.Supported leadership reviews with structured KPI dashboards and data-driven recommendations. Sales-to-Delivery Handover Support 1.Enabled smooth handover from Sales to Delivery by ensuring documentation, pricing, and provisioning readiness. 2.Tracked dependencies affecting handover quality and project startup timelines. 3.Reduced handover gaps through cross-functional collaboration and process alignment. Process Improvement & Governance 1.Analyzed recurring SLA breaches, ticket delays, and delivery bottlenecks. 2.Recommended and implemented process improvements to enhance operational efficiency. 3. Supported governance forums with reporting, action tracking, and closure management. 4.Contributed to standardization of reporting frameworks, escalation workflows, and tracking mechanisms. Tools & Technologies SAP S/4HANA (Exposure) , ServiceNow / JIRA (Ticket Management) , MS Excel (Advanced), ,PowerPoint Reporting Dashboards & Project Tracking Tools

Other Requirements

Strong alignment with Program Coordination, Delivery Operations, and PMO roles Experience in global enterprise software delivery environments Proven ability to handle operations without direct PM ownership of budget/scope/resources
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.