Architect - Enterprise Application - SAP N 4D

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Job Description

Job Description: Service Delivery Mgr Build

We are seeking a Senior Service Delivery Manager – SAP Basis to act as the internal technical authority and service delivery lead for a large, complex SAP landscape operating in a hybrid model (On-Premise, Hyperscaler Cloud, and RISE with SAP).

This role is responsible for managing end-to-end SAP Basis service delivery, coordinating with internal teams and external AMS partners, and ensuring that SAP systems operate with high availability, stability, and performance across multiple hosting environments.

The position will lead service governance, vendor management, SLA and KPI monitoring, incident and problem management, and operational excellence, ensuring reliable delivery of SAP infrastructure and platform services.

The ideal candidate combines deep SAP Basis technical expertise with strong service delivery management capabilities, including vendor governance, cloud operations knowledge, and the ability to communicate effectively with senior stakeholders and executive leadership.

Key Responsibilities 

• Lead the day-to-day service delivery management of the AMS partner team (40+ resources) supporting enterprise SAP platforms including SAP ECC, S/4HANA, SAP BW on HANA, SLT, BODS, MDG, CFIN, and PaPM, operating across on-premise infrastructure, hyperscaler cloud environments, and RISE with SAP.
• Conduct weekly service governance and operational review meetings with L1, L2, and L3 support teams, ensuring readiness of documentation, service reports, and providing clear operational updates to business and IT stakeholders.
• Own the end-to-end Incident and Problem Management process, ensuring timely incident resolution, root cause analysis (RCA), knowledge sharing, and continuous improvement of service stability. Lead communications and coordination for major or critical incidents with relevant stakeholders.
• Ensure preventive maintenance activities are planned and executed in line with infrastructure requirements, compliance standards, and SAP platform operational guidelines.
• Collaborate with infrastructure, cloud, and platform teams to define technical requirements and support the deployment, configuration, and integration of new SAP components and environments.
• Govern and enforce Change Management processes, ensuring all SAP platform changes follow established ITIL processes, risk assessment, and approval workflows.
• Identify service delivery gaps and operational improvement opportunities, enhancing the effectiveness of L1, L2, and L3 support teams and driving continuous service improvement initiatives.
• Drive capacity planning, performance monitoring, and performance tuning initiatives for critical SAP systems to ensure reliability, scalability, and optimal system performance.
• Maintain and ensure high-quality operational documentation, including service procedures, incident reports, change records, and operational guidelines.

Qualifications

• SAP Basis operations/projects including, but not limited to SAP S/4HANA, ERP, BW, SCM, CFIN, PaPM.
• Good understanding of SAP RISE setup including R&R.
• Experience in IT infrastructure or IT application project or operations, with good ability to influence and interact with people, located remotely and across the globe.
• Experience with Databases (Oracle, HANA, SQL Server) and OS (Linux RedHat / Windows 2k16 and above).
• Experience with solutions in Cloud (IaaS and PaaS) (preferrable Azure).
• Strong understanding of SAP RISE operating model and hybrid (on-prem + cloud) landscapes.
• Knowledge of cloud/hyperscaler environments (AWS, Azure, GCP) within managed SAP contexts.
• Experience managing vendors and holding them accountable to SLAs and KPIs.
• Effective English communication skills (written, verbal, and presentation)
• Ability to operate effectively in dynamic and evolving environments
• Experience/Certifications on DevOps and agile methodologies is a plus.

Qualifications

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Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.

Let’s build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.