Service Delivery Director

HCLTech
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📍 Bangalore, India

About this role

Job Summary

We are seeking an experienced SAP S/4 Service Delivery Manager (SDM) to lead and govern Application Management Services (AMS) delivery for a large-scale SAP S/4HANA landscape. The role will be responsible for end-to-end service delivery, SLA compliance, stakeholder management, and continuous improvement, ensuring stable and efficient operations.

Key Responsibilities

1. Service Delivery & Operations

  • Own end-to-end AMS delivery (L2/L3) for SAP S/4 modules (SD preferred)
  • Ensure adherence to SLAs, KPIs, and contractual commitments
  • Drive incident, problem, and change management aligned to ITIL
  • Manage major incident resolution (P1/P2) and escalation handling

2. Governance & Stakeholder Management

  • Act as the primary interface for client stakeholders (business & IT)
  • Lead weekly/monthly governance reviews and service reporting
  • Provide executive dashboards on SLA, backlog, and service health
  • Ensure alignment with global delivery teams and onsite-offshore model

3. Continuous Improvement & Automation

  • Identify and drive automation opportunities (ServiceNow, SAP, AI/ML)
  • Improve productivity, MTTR, and ticket deflection
  • Lead KEDB adoption and problem management maturity
  • Drive efficiency gains (15–25%) through structured initiatives

4. Resource & Delivery Management

  • Manage distributed AMS teams (onshore + offshore)
  • Ensure right skill mix (Dreyfus-based capability maturity)
  • Drive cross-skilling across SAP modules (SD, MM, FI integration)
  • Monitor and improve team productivity (tickets/FTE)

Skill Requirements

Functional & Technical

  • Strong experience in SAP S/4HANA AMS delivery
  • Expertise in SAP SD module (with integration exposure to MM/FI)
  • Understanding of RICEFW objects and SAP support processes
  • Familiarity with ServiceNow or similar ITSM tools

Other Requirements

Frequently Asked Questions

Is the salary disclosed for the Service Delivery Director position at HCLTech?
The salary for this Service Delivery Director role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Service Delivery Director position at HCLTech located?
This Service Delivery Director role at HCLTech is based in Bangalore, India. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Service Delivery Director position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Service Delivery Director job at HCLTech posted?
This Service Delivery Director position at HCLTech was posted on Sep 22, 2026. Apply as soon as possible — early applications are often reviewed first.
Service Delivery Director
HCLTech
Apply for this role ↗

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