Service Delivery Manager – SAP MES

Job Description:

Why This Role Matters

We are right in the middle of the Next Industrial Revolution. At Airbus, we don't just keep the lights on; we redefine how factories think, adapt, and produce. As our SAP MES Service Delivery Manager, you won't just be managing tickets—you will be the bridge between cutting-edge enterprise software and the physical shop floor.

You will champion operational excellence for our global manufacturing execution footprint, ensuring our production facilities run seamlessly while guiding our clients into the industry standards.

Our Mission for this Role: To transform standard IT support into a proactive, high-value partnership that keeps manufacturing lines moving.

Responsibilities

Your days will be dynamic, bridging the gap between technical operations, stakeholder management, and team leadership. Your core responsibilities include:

• Operational Leadership: Own the end-to-end delivery of SAP MES services (SAP ME/MII and SAP Digital Manufacturing). Ensure high availability of shop-floor applications where every minute of downtime matters.

• SLA & Performance Management: Define, monitor, and exceed SLAs/KPIs. Lead incident, problem, and change management processes using ITIL best practices.

• Stakeholder & Client Management: Act as the primary point of contact for manufacturing plant leads and business stakeholders. Translate complex technical jargon into business value and operational impact.

• Team Continuous Improvement: Lead and mentor a dedicated team of SAP MES support consultants. Foster a culture of automation—if a problem happens twice, fix the root cause; if it happens multiple times, automate the solution.

• Hypercare & Transition: Partner with build/deployment teams to smoothly transition new plant rollouts from project phase to hypercare and business-as-usual (BAU) support.

  • Release Hypercare: Partner with Build to smooth transition of new release of features. With business understandable communications

• Support practices: Incident management, Request management, Problem management and Outage management to follow Airbus standards with support guidelines.

Expectations

We are looking for a blend of governance and people-centric leadership. If the following sounds like your professional DNA, we want to talk:

• The Blueprint: Extensive experience in IT Service Delivery Management, specifically supporting SAP MES environments (SAP ME, SAP MII and other cross functional areas).

• The Toolkit: You know how to manage a P1 incident calmly and methodically.

• The Connector: Exceptional communication skills. You can hold your own in a steering committee meeting with executives.

• The Catalyst: A proactive mindset. You don't just wait for things to break; you analyze trends to prevent incidents before they impact production.

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:

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At Airbus, we support you to work, connect and collaborate more easily and flexibly. Wherever possible, we foster flexible working arrangements to stimulate innovative thinking.