Service Delivery Manager-Retail
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We are seeking an experienced Service Delivery Manager with strong hands-on understanding of SAP IS-Retail (Industry Solution Retail) processes. This role requires end-to-end service delivery ownership across retail operations, including SLA governance, demand management, customer relationship management, and continuous improvement initiatives.
You will own the complete service delivery lifecycle, ensuring SLA compliance and smooth Application Management Services (AMS) operations. Responsibilities include managing SAP IS Retail demand such as forecasting, change requests, enhancements, and functional alignment. You will lead cross-functional and distributed teams, driving performance through coaching and effective resource allocation.
As the primary client interface, you will manage escalations, stakeholder expectations, and communication. You are expected to drive operational excellence through KPI tracking, root cause analysis (RCA), continuous improvement, and process optimization. A solid functional understanding of SAP IS Retail modules including listing, assortment, pricing, promotions, POS, and replenishment is essential.
The ideal candidate brings strong expertise in SLA governance, incident/problem/change management, and AMS delivery within SAP-led environments, along with excellent customer management and communication skills.