Service Delivery lead _ SAP

Job Description

Job Description:

Date:5th Jan 2026



Job Description

Role : Service Delivery Lead (SAP)

Number of positions : 1

Description:

As an SAP Service Delivery Lead, he/she should understand business processes of Airbus SAP landscape and possess a comprehensive understanding of the customer's business, goals, and challenges to offer innovative solutions and recommendations. Your area of responsibility will extend to service quality, service availability, and operational capability in conjunction with relevant processes and performance management.

The candidate will join the Quality Solutions team providing digital solutions to manage business processes throughout the Airbus group wide. As such, he/she needs to have a strong customer focus.

The candidate will work in an international, distributed and multi-functional team.

Qualification & Experience:

• Graduate with 8-10 years of experience in SAP technical/ functional area with at least 5- 6 years experience as SAP technical consultant.
  
• Possess strong communication skills for managing stakeholders and daily customer interactions.
  
• Good understanding of SAP ERP, functional and/or technical SAP application knowledge.
  
• Knowledge of industry trends, business strategies, and SAP’s strategy and service portfolio.
  
• Knowledge and experience with SLA’s, OLA’s, and Contracts in insourced or outsourced environments.
  
• Act as a focal for L2 and L3 teams and oversee the management of operations, deliverables to have better efficacy.
  
• Collaborate well with technical/ functional resources of the L2 and L3 teams in terms of planning, demand management and the prioritization of work.
  
• Strong service management experience with good awareness of ITILv4 is desirable.
  
• Excellent in tracking, recording and reporting related to Incident Management.
  

Responsibilities

• Responsible for overall engagement management including customer satisfaction, compliance, service continuity, team motivation, and timely delivery.
  
• Act as the Business Single Point of Contact for AMS Services topics.
  
• Strong management background with the ability to manage demanding customers and challenging suppliers fairly and effectively
  
• Service Delivery Lead will work closely with the ITOPS and Group Manager regarding service performance for their own functional area, agreeing action plan, as required, to help prioritize incident backlog, reduce Problem backlog and develop demand plans for the delivery of service requests, maintenance requests and enhancement requests.
  
• Significant experience of delivering operational IT support services in a highly integrated, multi-application environment with multiple stakeholders
  
• Responsible for Management of service delivery performance and compliance through agreed metrics and Service levels.
  
• Responsible for bringing in process Improvements and automations.
  
• Ensures the provisioning of new software packages and upgrades.
  
• Maintains the infrastructure in operational condition in line with OLA/SLAs.
  
• Monitors and tracks system performance against negotiated service-level agreements (SLAs).
  
• Communicates improvement, updates and obsolescence management of products to the IT Product Manager.
  
• Provides support 24 hours per day, 7 days per week, depending on the needs of the company and the use of automated scheduling and remote monitoring.
  
• Performs the ITIL based support processes that include incident, problem, change, configuration, and event management.
  
• Analyses console messages, diagnoses system failures and takes corrective action in order to ensure continuity of operations, escalating to other technical teams and vendors as needed.
  
• Supervises system backup processing, and leads disaster recovery tests Identifies and implements technologies and processes that improve the reliability, efficiency and availability of the systems environment.
  

Success Metrics

Success will be measured in a variety of areas, including but not limited to

• Consistently ensure the on-time delivery and quality (first-time-right) of the projects
  
• Bring innovative cost effective solutions
  
• Achieve the customer satisfaction
  

This job requires an awareness of any potential compliance risks and a commitment to act with integrity, as the foundation for the Company’s success, reputation and sustainable growth.

Company:
Airbus India Private Limited

Employment Type:
Permanent
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Experience Level:
Professional

Job Family:
Digital

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