Service Delivery Manager - ERP Cloud

• Manage and Lead the ERP Cloud Team
• Defines the Service Strategies of ERP SAP Cloud Products – S4HANA Public Cloud, IBP, Cloud Integration, IAG, Platform with Stakeholders & Business
• The Candidate will be involved in all phases of S4HANA Public Cloud Implementation project
• Communicate and Manage ERP Cloud Products & Projects with Stakeholders and Business
• Define and Ensure consistent Service Agreements are met on all the Cloud Products
• Drive Standardization initiatives across all SAP Public Cloud Products – S4HANA Public Cloud, CPI, IBP, IAS, IPS, IAG, MRM, MBC, BTP & Commerce Cloud
• Setup and oversee all crisis management with escalations
• Ensure all Data Management is done as per compliance
• Defines the Service Metrics- the SLA, MTTR and KPIs together with the various involved business domains in agreement with the product manager
• Manages actions for mitigation in case of non- fulfillment in agreement with the product manager
• Manages the maintenance cost allocation together with the Product Managers
• Drives and reports on the delivery of IS services according to Service Levels Agreements and cost optimization for infrastructure or applications
• Defines the required corrective actions to be led to meet the objectives and drives the associated operational teams
• Ensures services are delivered in accordance with agreed stakeholder requirements
• Monitors both insourced and outsourced teams and activities (in conjunction with contract management done in the sourcing teams)

• Graduate with 10 to 15 years of overall experience of SAP Projects Delivery
• At least 5 years extensive knowledge on SAP Cloud Projects Delivery
• At least 3 years with Service Delivery Management experience
• Experience in handling Service Delivery of SAP Public Cloud Products – Primary S4HANA Public Cloud [Activate Methodology]
• Strong Knowledge on BTP Platform management with Services and Support
• Strong Capacity, Business and Resource Management Experience
• Good problem solving and analytical skills
• Excellent and adaptive communication with diverse audiences & skills

Knowledge on Integration, Integrated Business Planning, Commerce Cloud are a plus