Senior SAP Service Delivery Manager, DTE

Infosys

21d

About The Position

The Infosys SURE (Services, Utilities, Resources, Energy) unit supports organizations in services, utilities, energy, and resources with strategic digital transformation, AI, and digital technologies. The role is identified internally as Package Project Lead 2 and is responsible for service delivery and project leadership for SAP application maintenance and support. The position leads service delivery across multiple workstreams and coordinates onsite and offshore delivery teams, client stakeholders, application and infrastructure teams, and vendors. It oversees operational governance, production incident resolution, service levels, risk mitigation, resource coverage, and continuous service improvement. The role also includes defining project objectives and scope, coordinating planning with technical teams, monitoring estimates and budgets, supporting proposals, and developing team performance and skills. The position may require relocation and/or travel to the work or project location. Applicants must be authorized to work in the United States without employer-based visa sponsorship; Infosys states that it cannot provide immigration sponsorship for this role now or in the future.

Requirements

Strong understanding of Application Maintenance & Support (AMS) delivery models.
Strong understanding of ITIL-based service management processes.
Strong understanding of incident management, including major and critical incident management.
Strong understanding of problem management and root cause analysis.
Strong understanding of change and release management.
Strong understanding of service request and escalation management.
Strong understanding of SLA/KPI tracking, monitoring, and compliance.
Strong understanding of application availability, stability, and performance management.
Strong understanding of production support and operational readiness.
Strong understanding of service transition and knowledge management.
Strong understanding of defect management and recurring incident reduction.
Strong service delivery and governance capabilities, including managing onsite and offshore teams.
Strong client-facing and stakeholder-management skills, including managing expectations, escalations, priorities, and service commitments.
Ability to translate technical issues into clear, business-impact-oriented communication.
Leadership and operational management capabilities, including leading support teams and managing resources, workload, and service priorities.
Bachelor’s degree or foreign equivalent from an accredited institution; three years of progressive experience in the specialty may be considered in lieu of each year of education.
Authorization to work in the United States for any employer without employer-based visa sponsorship.

Nice To Haves

Strong experience in application maintenance or production support engagements.
Experience managing enterprise applications in a 24x7 support environment.
Hands-on understanding of ITSM tools and ticket lifecycle management.
Good understanding of SAP application landscapes and integration dependencies.
ITIL knowledge or certification.
Excellent communication, leadership, coordination, and presentation skills.
Experience working in an onsite-offshore delivery model.
Ability to manage high-pressure production incidents and executive or client escalations.

Responsibilities

Define project objectives and scope in alignment with business goals and collaborate with stakeholders to support efficient delivery.
Coordinate sprint planning and meetings with technical teams and stakeholders, and maintain relationships with mid-level and senior client representatives.
Evaluate project deliverables and drive adoption of methodologies and tools to improve project execution and outcomes.
Identify and mitigate project risks, and work with quality assurance teams to incorporate quality planning into workflows and deliverables.
Develop and run project estimates, monitor budget performance, and optimize resource allocation.
Support preparation of technical and commercial proposals aligned with client needs and organizational capabilities.
Participate in resource allocation planning, conduct performance appraisals, and facilitate professional development.
Serve as the primary onsite interface between the client and offshore delivery and support teams.
Lead daily and weekly service reviews and operational governance, and provide concise service health and status reporting.
Coordinate the resolution of P1/P2 and business-critical production incidents, communicating business impact, progress, mitigation, and resolution updates.
Drive root cause analyses for critical and recurring incidents and ensure corrective and preventive actions are implemented.
Monitor ticket backlog and aging, SLA adherence, incident trends, problem tickets, and operational risks.
Identify opportunities for ticket reduction, automation, process improvement, and proactive problem prevention.
Coordinate cross-functional application, infrastructure, vendor, client, and delivery teams to resolve issues.
Manage client expectations, escalations, priorities, and service commitments; facilitate governance discussions about risks, dependencies, recurring issues, and improvement initiatives.
Lead application maintenance and support teams across multiple workstreams and drive accountability for incidents, problems, changes, and service requests.
Manage resource coverage, support priorities, workload, and operational dependencies.
Ensure documentation, knowledge transfer, runbooks, and support procedures are maintained.
Drive continuous service improvement and operational excellence, and establish mitigation plans for service risks.
Facilitate team performance, professional growth, and a culture of learning and innovation.