SAP Service Delivery Leader

Empowered By Innovation

Birlasoft, a global leader at the forefront of Cloud, AI, and Digital technologies, seamlessly blends domain expertise with enterprise solutions. The company's consultative and design-thinking approach empowers societies worldwide, enhancing the efficiency and productivity of businesses. As part of the multibillion-dollar diversified CKA Birla Group, Birlasoft with its 12,000+ professionals, is committed to continuing the Group's 170-year heritage of building sustainable communities.

Role and Key Responsibilities :

Service Delivery Leadership :

• Drive digital initiatives to elevate the ES - Service Delivery Organization, focusing on digital experience, speed, scalability, and resilience.
• Champion initiatives under the Digital Roadmap, including Automation (RPA), Digital Command Center, Cloud-Led Digitalization, and Digital Transformation.
• Maintain a comprehensive understanding of business objectives, processes, and supporting technology needs.
• Build and nurture relationships with key senior leadership across various functions.
• Ensure high performance in incidents, service requests, and change requests, with accurate reporting.
• Take accountability for service delivery performance, meeting customer expectations, and driving future demand.
• Analyze organizational and internal processes to create strategies for service delivery optimization.
• Own the escalation process, managing major incidents, coordinating resolution parties, communicating effectively with stakeholders, and conducting post-incident reviews.
• Monitor, control, and support service delivery, ensuring adherence to systems, methodologies, and procedures.
• Recommend and implement Service Improvement Plans, ensuring timely completion of actions.
• Ensure seamless releases for various change requests / projects.
• Experience handling projects on SuccessFactors is preferred.

Qualities and Skills Required :

Team Leadership :

Project Management :

Internal Stakeholder Engagement :

Resource Allocation :

Risk Management :

Quality Assurance :

Continuous Improvement :

Skills Required

Successfactors, Rpa, SAP Modules, Digital Transformation, Automation, Itil