Service Delivery Specialist

Role Overview

The SAP Service Delivery Management Executive is responsible for supporting the end-to-end delivery of SAP application services to clients, ensuring service quality, SLA compliance, and effective coordination between clients, internal teams and stakeholders. This role plays a key part in maintaining operational excellence and driving continuous improvements.

Key Responsibilities

- Support the delivery of SAP application support services across clients

- Monitor incident, service request and change tickets, ensuring timely resolution in line with SLAs

- Communicate and coordinate with clients and teams

- Prepare and maintain service reports, dashboards, and Standard Operating Procedures (SOPs)

- Identify potential risks/issues and proactively support resolution and escalation management

- Track and analyze SLA performance, KPIs, and service metrics

- Support service review meetings and client governance activities

- Contribute to continuous improvement initiatives to enhance service quality and efficiency

Key Requirements

- Bachelor's degree in IT, Business, or related discipline

- Min 4 years of experience in SAP support, service delivery or IT operations

- Exposure to consulting or client-facing environments is preferred

- Strong verbal and written communication skills with ability to engage stakeholders at different levels

- Ability to manage multiple priorities and tickets

Skills & Competencies

• Strong communication and stakeholder management skills
• Effective problem-solving and critical thinking abilities
• Ability to manage multiple clients/projects simultaneously
• Solid understandingof IT Service Management (ITSM) principles
• Familiarity with :
• Incident, Change, and Problem Management process
• SLA management and reporting
• Hands- on experience with
• Ticketing tools (e.g., ServiceNow, Manage or similar)
• Reporting, tracking and performance monitoring tools
• Knowledge of ITIL framework; ITIL certification is an added advantage
• Exposure to AI or automation in Service Management will be an added advantage