The SAP Operations & Service Delivery Manager is responsible for overseeing the daily

operations and service delivery of SAP systems, ensuring seamless and efficient service to

support business functions. This role involves managing SAP system performance, handling

incidents, and ensuring continuous improvement in service delivery processes.

Key Responsibilities:

Operations Management:

• Oversee day-to-day SAP system operations to ensure optimal performance.
• Monitor system performance and implement improvements as needed.
• Manage SAP system upgrades, patches, and maintenance activities.

Service Delivery:

• Ensure the delivery of high-quality SAP services that meet SLAs.
• Develop and maintain service delivery processes and standards.
• Coordinate with internal teams and external vendors for service delivery.

Incident Management:

• Manage and resolve SAP system incidents and problems promptly.
• Implement root cause analysis and corrective actions to prevent recurrence.
• Maintain incident and problem management logs.

Business Engagement :

• Act as the primary point of contact for SAP service-related issues.
• Ensure client satisfaction by managing expectations and delivering on service
• commitments.
• Communicate service status, issues, and updates to clients regularly.

Continuous Improvement:

• Identify opportunities for process improvements and implement changes.
• Conduct regular service reviews and audits to ensure compliance with standards.
• Stay updated with the latest SAP technologies and best practices.