Associate Service Delivery Manager

About the role

The Associate Service Delivery Manager will lead end‑to‑end SAP application support for a large enterprise account. Reporting to the Account Director, you will act as the single point of contact for the customer, ensuring service excellence, SLA compliance, and alignment with business priorities.

Key responsibilities

• Own and manage SAP application support delivery, meeting SLAs, KPIs and quality standards.
• Serve as the primary liaison for the customer, coordinating communication and service alignment.
• Drive incident resolution, service request fulfillment, and problem management processes.
• Monitor service performance, identify improvement opportunities and implement process enhancements.
• Escalate and resolve issues according to the defined escalation matrix.
• Conduct regular service reviews, produce weekly/monthly reports and lead steering committee meetings.
• Track commercial aspects including billing, cost control and gross margin.
• Build and maintain strong relationships with senior customer stakeholders, acting as a trusted advisor.

Required profile

• 8‑10 years of IT consulting/services experience, with at least 5 years in Service Delivery Management.
• Proven track record managing SAP application support or AMS engagements.
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience leading onsite, offshore and 24x7 support teams.
• Excellent stakeholder management, people leadership and commercial awareness.

Required skills

• SAP
• ITIL
• Incident Management
• Problem Management
• Change Management