Must Have Technical/Functional Skills
- Strong knowledge of SAP functional processes across core modules and end-to-end business process flows.
- Proven experience in SAP support operations, managed services, incident management, service request management, problem management, change and release management.
- Good understanding of ITIL-based service management practices, SLA/KPI tracking, service reporting, and operational governance.
- Experience managing global delivery teams, cross-functional SAP teams, vendors, and client stakeholders across onsite/offshore models.
- Ability to drive stakeholder engagement, governance reviews, service performance discussions, and executive-level updates.
- Strong capability to identify process improvement, automation, optimization, and service quality enhancement opportunities.
- Excellent communication, customer management, escalation handling, and problem-solving skills.
Roles & Responsibilities
- Own and manage end-to-end SAP service delivery operations, ensuring services are delivered as per agreed SLAs, KPIs, and contractual commitments.
- Lead SAP support operations across functional and technical workstreams, including incident, problem, change, service request, and enhancement management.
- Drive regular governance reviews, operational status meetings, service review forums, and performance reporting with business and IT stakeholders.
- Coordinate cross-functional SAP teams, vendors, and partner resources to ensure timely resolution of issues and seamless delivery of support services.
- Act as the primary escalation point for critical production issues, business disruptions, service risks, and customer concerns.
- Monitor ticket queues, backlog, delivery metrics, resource capacity, and service trends to ensure timely closure and continuous service improvement.
- Identify and implement process improvement, automation, standardization, and optimization opportunities to improve productivity and service quality.
- Maintain strong client relationships, manage expectations, and ensure high customer satisfaction through proactive communication and delivery excellence.
- Ensure adherence to support processes, documentation standards, knowledge management, audit requirements, and quality assurance practices.
Generic Managerial Skills, If any
- Strong leadership and people management skills with experience managing global, distributed teams.
- Excellent stakeholder management, vendor coordination, governance, and executive communication skills.
- Ability to drive accountability, collaboration, operational discipline, and continuous improvement across teams.
Base Salary Range : $130,000 to $180,000 Per Annum
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.