Service Delivery Manager

📍 Location: Austin, TX (Onsite)
⏳ Duration: 6 Months
💼 Experience: 8–10 Years

We are looking for an experienced Service Delivery Manager – Applications Support to lead the end-to-end delivery of IT managed services for enterprise application environments. This role requires strong expertise in managing SAP application landscapes, ensuring SLA compliance, and driving operational excellence across application support teams.

🔹 Key Responsibilities:
• Manage service governance including weekly/monthly reviews and SLA/KPI tracking
• Act as the primary point of contact for customer stakeholders and manage escalations
• Oversee Incident, Problem, and Change Management aligned with ITIL standards
• Coordinate cross-functional teams including SAP functional, ABAP, and Basis teams
• Drive automation, shift-left initiatives, and continuous service improvement
• Manage budgets, forecasts, and financial performance of the service portfolio
• Ensure risk management, compliance, and DR/BCP readiness
• Deliver executive reporting, dashboards, and service performance insights

🔹 Required Skills:
• 7+ years of experience in Service Delivery or Application Support Management
• Strong knowledge of SAP landscapes including ECC, S/4HANA, BTP, Fiori, PI/PO, and Solution Manager
• Experience with SAP AMS environments and SAP Basis fundamentals
• Strong understanding of ITIL processes (Incident, Problem, Change Management)
• Ability to manage SLAs, KPIs, service dashboards, and cross-functional teams

🔹 Preferred:
• Exposure to SAP cloud and hybrid environments
• ITIL certification