SAP Service Delivery Management • Manage day-to-day operations of SAP landscape (ECC / S4 HANA) • Ensure delivery as per SLAs, KPIs • Oversee L1, L2, and L3 support teams (functional & technical) • Ensure system availability, performance, and stability Incident, Problem & Change Management • Ensure timely resolution of SAP incidents (production & critical issues) • Lead Major Incident Management (MIM) calls • Drive Root Cause Analysis (RCA) for recurring issues • Govern SAP change management & Release Management Stakeholder & Client Management • Act as the single point of contact for business stakeholders • Conduct weekly/monthly service review meetings • Communicate system issues, risks, and performance metrics • Ensure high customer satisfaction (CSAT) Tools & Technologies • ServiceNow / Jira (ticketing tools) • AI driven approach Soft Skills • Strong stakeholder communication • Leadership and team collaboration • Problem-solving and decision-making • Ability to manage high-pressure production environments Experience • 10+ years of IT experience • 8+ years in SAP service delivery / application support • Experience handling global clients and large SAP landscapes Location : Noida 1 ) : Shift Timing : 11 AM to 8 PM