Service Delivery Manager
Merck KGaA (company site, opens in a new tab)10+ yrsBengaluruOn-siteDirect career pageEst. 20–35 LPA
Posted on 5 Sept
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Job description
Structured overview of role & requirements
About This Role
- Own end-to-end service delivery and lifecycle management for SAP and ERP application services, ensuring alignment with business needs and minimal disruption during transitions.
- Establish and manage Service Level Agreements (SLAs), monitor service performance via KPIs, and lead continuous improvement initiatives including incident, problem, and change management.
- Manage vendor and partner performance, ensure compliance with security and regulatory standards, and maintain business continuity plans for SAP services.
Minimum Requirements
- 10+ years experience in software services, application management, ERP operations, or IT service delivery.
- At least 5 years working in an international or globally distributed environment.
- Bachelor's or master's degree in computer science, IT, Business Administration, Engineering, or related field.
- ITIL Foundation certification or equivalent practical experience.
Ideal Candidate Profile
- Experienced in managing SAP application services with strong knowledge of SAP functional modules (e.g., FI, CO, MM, SD, PP) and ability to collaborate effectively with SAP business process owners.
- Skilled in IT service management processes including Service Level, Incident, Problem, Change, Capacity, and Continuity Management in complex, matrixed international environments.
- Capable of vendor management, governance model development, service performance measurement, and ensuring compliance with security, risk, and regulatory standards.