Service Delivery Manager – ERP Operations

Job Description:

Job Description

Role: Service Delivery Manager – ERP Operations

Description: As a Service Delivery Manager for ERP Operations, you will oversee and optimize the delivery of SAP Basis administration, infrastructure management, SAP Role and User Management, Audit, and Governance services. This role ensures high availability, robust security, strict compliance, and efficient access management across our entire SAP landscape, contributing to the overall integrity, performance, and effectiveness of our IT operations.

Job Responsibilities:

• Manage the end-to-end service delivery lifecycle for SAP Basis operations, SAP Role/User Management, Audit, and Governance, ensuring strict adherence to SLAs.

• Lead and mentor a team of SAP Basis administrators and security/access management specialists, fostering a culture of continuous improvement and technical excellence.

• Develop, implement, and maintain SAP Basis and access control policies, procedures, and standards in line with industry best practices, company regulations, and regulatory requirements (SOX, GDPR, Airbus Concepts and Guidelines).

• Orchestrating comprehensive SAP landscape operations, specializing in system maintenance, performance optimization, and secure user provisioning management.

• Manage regular SAP security audits, OS/DB/Basis vulnerability assessments, and compliance checks, identifying and mitigating risks effectively.

• Drive the continuous improvement of SAP Basis and security tools, supporting automation initiatives for system monitoring, backup operations, access management, and audit activities.

• Collaborate with internal stakeholders (e.g., Infrastructure teams, IT Security, Internal Audit, Business Units) to understand system performance and security requirements, address concerns, and ensure alignment of services.

• Act as a subject matter expert for SAP Basis architecture, security, and governance, providing strategic guidance and support to project teams and operational teams.

• Prepare and present operations performance reports, system availability metrics, incident root-cause analyses, and improvement plans.

• Work with the Human Resources Team to interview and recruit the right team based on the business need.

• Develop the team to take the delegation and empower them to take responsibility for their jobs and goals

• Responsible for taking business decisions in accordance with organization policies and procedures.

• Work closely with the ERP business teams to ensure the projects meet business needs, on time, on cost and on quality

• Take the accountability of developing and maintaining a detailed project follow-up & ensure that deliverables are in line with the timeline. Manage accordingly risks through mitigation planning

• Ability to provide solutions, determine overall management direction and provide recommendations for complex issues

• Managing coordination of the teams and working groups engaged globally in the different projects

• Manage global communications and alignment with all stakeholders

• Maintain transparent and appropriate communication with the team

• Consciously create a workplace culture that is consistent with the overall organization's goal and objectives

Job Qualifications:

• Graduate with 10+ years of experience in IT, with a proven service delivery management role focused heavily on SAP Basis administration, SAP security, access management, and landscape governance.

• Experience in SAP Basis administration, database management (HANA), infrastructure sizing, transport management (TMS), and architecture for SAP On-Premise.

• Strong expertise in Identity Access and Governance and Governance Risk and Compliance

• Experience in Managing Audits.

• Strong understanding of identity and access management (IAM) principles, Single Sign-On (SSO), and secure network communications (SNC) within SAP environments.

• Collaborate with cross-functional teams to implement data-driven solutions.

• Proven experience managing SAP audit processes, compliance frameworks (e.g., SOX), and handling internal/external technical audit requirements.

• Excellent leadership, team management, and stakeholder engagement skills.

• Strong analytical, problem-solving, and decision-making abilities, especially in high-pressure system-down or critical escalation scenarios.

• Ability to communicate complex technical Basis and security configurations effectively to both technical and non-technical audiences.

Good to have:

• Knowledge in Aerospace domain

• ITIL certification is highly desirable

Success Metrics:

Success will be measured in a variety of areas, including

• 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

Experience Level: Professional

Job Family: Digital

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