Global Service Delivery Manager

Technical Service Delivery Manager SAP, ITIL, Salesforce & AI

HYD, IND

Fulltime

Job Summary

We are seeking an experienced Technical Service Delivery Manager to lead end-to-end service delivery across SAP, Salesforce, and AI-driven solutions. The ideal candidate will ensure high service quality, SLA compliance, stakeholder satisfaction, and continuous improvement aligned with ITIL best practices.

Key Responsibilities

Lead service delivery operations for SAP, Salesforce, and AI-enabled platforms

Manage incident, problem, change, and release management processes as per ITIL framework

Ensure SLA/KPI adherence and drive service performance improvements

Coordinate with cross-functional technical teams (SAP, Salesforce, AI, Cloud, Infrastructure)

Act as the primary point of contact for business stakeholders

Drive automation and AI-based service optimization initiatives

Conduct service reviews, root cause analysis (RCA), and preventive action planning

Manage vendor relationships and third-party support teams

Oversee transition of new projects into BAU support

Ensure compliance with governance, risk, and security standards

Required Skills & Experience

812+ years in IT service delivery or technical program management

Strong experience in:

SAP (ECC / S4 HANA support environment)

Salesforce (Sales Cloud / Service Cloud administration & support)

AI/ML-enabled solutions or automation tools

ITIL v3/v4 certified (mandatory or preferred)

Experience in SLA management and service reporting

Knowledge of cloud platforms (Azure/AWS preferred)

Strong stakeholder management and communication skills

Experience managing global delivery teams

Preferred Qualifications

ITIL Certification

PMP / Prince2 (added advantage)

Experience with AI-driven service management or chatbot/automation tools

Exposure to DevOps and Agile environments