Connecting Odds
HCLTech

Client Delivery Director

HCLTech
Noida, Uttar Pradesh, IndiaPosted about 1 month agoDiscoveredMatch locked
Full-time

Job Summary

We are seeking an experienced

SAP S/4 Service Delivery Manager (SDM)

to lead and govern Application Management Services (AMS) delivery for a large-scale SAP S/4HANA landscape. The role will be responsible for

end-to-end service delivery, SLA compliance, stakeholder management, and continuous improvement

, ensuring stable and efficient operations

Key Responsibilities

  1. Service Delivery & Operations
  • Own end-to-end AMS delivery (L2/L3) for SAP S/4 modules (SD preferred)
  • Ensure adherence to SLAs, KPIs, and contractual commitments
  • Drive incident, problem, and change management aligned to ITIL
  • Manage major incident resolution (P1/P2) and escalation handling
  1. Governance & Stakeholder Management
  • Act as the primary interface for client stakeholders (business & IT)
  • Lead weekly/monthly governance reviews and service reporting
  • Provide executive dashboards on SLA, backlog, and service health
  • Ensure alignment with global delivery teams and onsite-offshore model
  1. Continuous Improvement & Automation
  • Identify and drive automation opportunities (ServiceNow, SAP, AI/ML)
  • Improve productivity, MTTR, and ticket deflection
  • Lead KEDB adoption and problem management maturity
  • Drive efficiency gains (15-25%) through structured initiatives
  1. Resource & Delivery Management
  • Manage distributed AMS teams (onshore + offshore)
  • Ensure right skill mix (Dreyfus-based capability maturity)
  • Drive cross-skilling across SAP modules (SD, MM, FI integration)
  • Monitor and improve team productivity (tickets/FTE)

Skill Requirements

Functional & Technical

  • Strong experience in SAP S/4HANA AMS delivery
  • Expertise in SAP SD module (with integration exposure to MM/FI)
  • Understanding of RICEFW objects and SAP support processes
  • Familiarity with ServiceNow or similar ITSM tools

Not included in the source posting: about the role, benefits.

Skills

sapartificial-intelligencemachine-learning

Who can apply

The employer didn't state any visa, work authorization, citizenship or clearance requirements in this posting. Confirm with the employer before applying.

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