{"id":2690217,"url":"https://alion.io/job/emd-group-service-delivery-manager-2","title":"Service Delivery Manager","company":{"id":1844673,"name":"EMD Group","domain":"emdgroup.com","url":"https://alion.io/company/emdgroup","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Schema","truth_index":{"grade":"A","score":88,"open_postings":8,"ghost_share":0,"stale_share":0.5,"repost_share":0,"time_to_fill_p50_days":22,"computed_at":"2026-10-26T05:57:25Z"}},"role":"Product","role_family":"Product","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Bengaluru, India"],"countries":["IN"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":34000,"max_usd":68000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":14},"experience_years_min":10,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"GDPR","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"ITSM","optional":false},{"name":"ServiceNow","optional":false}],"status":"live","first_seen_at":"2026-09-12T00:00:00Z","employer_posted_date":"2026-09-12","last_verified_at":"2026-10-26T11:28:41Z","board_verified":true,"closed_at":null,"days_open":44,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":44},"description":"Work Your Magic with us!\nReady to explore, break barriers, and discover more? We know you’ve got big plans - so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.\nService Delivery Manager\nLocation: Bangalore\nRole Overview\nThe Service Delivery Manager is responsible for establishing, operating, and continuously improving Service Level Management for the assigned SAP and ERP application services. The role ensures reliable service delivery, effective lifecycle management, compliance, security, and ongoing alignment with business requirements.\nThe incumbent will work closely with business stakeholders, internal technology teams, SAP functional teams, infrastructure teams, and external service providers to design sustainable solutions, manage service performance, and drive continuous improvement across the SAP application landscape. The role includes ownership of service governance, vendor performance, service reporting, incident and problem management, application lifecycle management, and operational readiness.\nKey Responsibilities\nSAP Application and Functional Service Management\nManage the end-to-end service delivery of SAP applications and related ERP services.\nWork with business stakeholders and SAP functional teams to understand business requirements, service expectations, and improvement opportunities.\nEnsure that SAP services are designed, transitioned, operated, and retired in line with established service management processes.\nCoordinate SAP application enhancements, releases, upgrades, maintenance activities, and improvement initiatives.\nEnsure appropriate integration between SAP applications and connected systems, platforms, and business processes.\nSupport the successful transition of new or enhanced SAP solutions into production with minimal business disruption.\nEnsure operational readiness, including support documentation, monitoring, knowledge transfer, support models, and formal handover.\nMonitor application availability, performance, capacity, stability, adoption, and user satisfaction.\nService Level and Performance Management\nEstablish and manage Service Level Agreements, Operational Level Agreements, and related service targets.\nDefine meaningful service performance indicators and ensure that agreed KPIs are measured and reported consistently.\nLead periodic service reviews with business stakeholders, internal teams, and strategic service providers.\nPrepare and deliver service performance reports, management dashboards, annual service reviews, and improvement plans.\nIdentify service gaps, agree corrective actions, and track improvement initiatives through to completion.\nEnsure that service-related information is maintained accurately in relevant repositories and IT service management tools, such as ServiceNow, CMDB, monitoring platforms, and reporting solutions.\nDrive consistent implementation of the service management framework across the assigned SAP service portfolio.\nIncident, Problem, and Change Management\nEnsure effective management of major incidents, recurring incidents, problems, and service requests.\nCoordinate root-cause analysis, corrective actions, preventive actions, and post-incident reviews.\nTrack application outages, downtime, service interruptions, and business impact.\nEnsure that changes to SAP applications are assessed, approved, communicated, tested, and implemented in accordance with change management procedures.\nWork with relevant teams to reduce recurring incidents and improve service stability.\nSupport automation and process optimisation opportunities across service management and SAP operations.\nVendor and Partner Management\nManage the operational performance of SAP service providers and strategic partners.\nReview vendor performance against agreed SLAs, KPIs, quality targets, and contractual obligations.\nEnsure timely delivery of service reports, improvement plans, corrective actions, and annual service reviews.\nFacilitate governance meetings and maintain clear escalation and communication paths.\nEnsure that suppliers meet applicable security, quality, compliance, and service management expectations.\nCompliance, Risk, and Business Continuity\nEnsure that SAP services comply with applicable internal policies and external requirements, including security, vulnerability management, data protection, licensing, GxP, and GDPR obligations, where relevant.\nSupport risk identification, mitigation planning, audit readiness, and compliance reporting.\nDevelop and maintain Disaster Recovery and business continuity plans for the assigned SAP applications.\nPlan, coordinate, and document Disaster Recovery tests and follow up on identified actions.\nEnsure that service operations support business continuity and minimise disruption to critical business processes.\nSAP Functional Background\nA good understanding of SAP functional processes and the ability to collaborate effectively with SAP business process owners and functional consultants is required.\nExperience in two or more of the following SAP functional modules will be considered an added advantage:\nSAP FI - Financial Accounting\nSAP CO - Controlling\nSAP MM - Materials Management\nSAP SD - Sales and Distribution\nSAP PP - Production Planning\nSAP PM - Plant Maintenance\nSAP QM - Quality Management\nSAP PS - Project System\nSAP WM / EWM - Warehouse Management / Extended Warehouse Management\nSAP Ariba - Procurement and Supplier Management\nEducation and Professional Experience\nBachelor’s or master’s degree in computer science, Information Technology, Business Administration, Engineering, or a related discipline.\n10+years of experience in software services, application management, ERP operations, or IT service delivery.\nAt least 5 years of experience working in an international or globally distributed environment.\nExperience managing SAP applications, enterprise platforms, or complex business-critical application services.\nStrong experience working with internal stakeholders, business teams, technology functions, and external service providers.\nFluency in written and spoken English is mandatory.\nITIL Foundation certification or equivalent practical experience is required.\nSkills and Competencies\nStrong knowledge of IT service management principles, particularly Service Level Management, Incident Management, Problem Management, Change Management, Capacity Management, and Service Continuity Management.\nPractical understanding of SAP application landscapes, functional processes, integrations, and operational dependencies.\nAbility to translate business requirements into sustainable service and application management solutions.\nStrong capability to develop concepts, establish governance models, and drive pragmatic implementation.\nExperience with service performance management, KPI frameworks, dashboards, and reporting solutions.\nFamiliarity with ITSM tools, CMDBs, monitoring solutions, ticketing systems, and service repositories.\nStrong vendor management, negotiation, escalation, and stakeholder management skills.\nGood understanding of information security, risk management, data protection, quality standards, and regulatory compliance.\nExcellent written and verbal communication skills.\nStrong analytical, organisational, and decision-making abilities.\nAbility to manage multiple priorities in a complex, international, and matrixed environment.\nProactive approach to automation, standardisation, service improvement, and operational excellence.\nWhat we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!\nApply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!","description_format":"text","description_chars":8376,"description_truncated":false,"requirements":{"experience_years_min":10,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Prescription Drugs","Advanced Materials","Laboratory Equipment"],"lifecycle":[{"event":"open","at":"2026-10-16T08:44:47Z"}],"visa":[],"liveness":{"score":19,"band":"cold","label":"Long shot","p_open":1,"p_active":0.686,"p_room":0.28,"age_days":44,"expected_fill_days":22,"reasons":["conf:4","velocity","win:tail","crowd:brand"],"computed_at":"2026-10-26T05:57:25Z"},"pay":null,"html_url":"https://alion.io/job/emd-group-service-delivery-manager-2","json_url":"https://alion.io/job/emd-group-service-delivery-manager-2.json","meta":{"generated_at":"2026-10-26T17:35:52Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23680,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-27T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1844673},"rest":"https://alion.io/mcp/rest/get_company?id=1844673"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Femd-group-service-delivery-manager-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Femd-group-service-delivery-manager-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Femd-group-service-delivery-manager-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/emd-group-service-delivery-manager-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Femd-group-service-delivery-manager-2"}]}