Job Description Must Have Technical/Functional Skills Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.
Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.
Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.
Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.
Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.
Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.
Excellent communication, customer management, escalation handling, and problem-solving skills.
Roles & Responsibilities Own and manage end-to-end SAP service delivery operations, ensuring services are delivered as per agreed SLAs, KPIs, and contractual commitments.
Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.
Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.
Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.
Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.
Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.
Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.
Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.
Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.
Generic Managerial
Skills, If any Strong leadership and people management skills with experience managing global, distributed teams.
Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.
Base Salary Range : $130,000 to $180,000 Per Annum TCS Employee Benefits Summary Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Qualifications: BACHELOR OF COMPUTER SCIENCE
