Senior SAP Service Delivery Manager, DTE

Infosys•Detroit, MI

20d

About The Position

The Senior SAP Service Delivery Manager will lead application maintenance and support delivery, serving as the primary onsite interface between the client and offshore delivery and support teams. The role oversees service governance, production operations, incident and problem resolution, service levels, resources, and continuous improvement across multiple workstreams. It also requires client and stakeholder management, clear communication of technical issues in terms of business impact, and coordination across application, infrastructure, vendor, and client teams. This position is part of Infosys’s SURE (Services, Utilities, Resources, Energy) unit, which supports strategic digital transformation in services, utilities, energy, and resources. The unit works with AI and digital technologies to advance innovation and operational excellence. A bachelor’s degree or foreign equivalent from an accredited institution is required. Three years of progressive experience in the specialty may be considered in lieu of each year of education. 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 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.
Understanding of incident management, including major and critical incident management.
Understanding of problem management and root cause analysis.
Understanding of change and release management.
Understanding of service request and escalation management.
Understanding of SLA/KPI tracking, monitoring, and compliance.
Understanding of application availability, stability, and performance management.
Understanding of production support and operational readiness.
Understanding of service transition and knowledge management.
Understanding of defect management and recurring incident reduction.
Strong service delivery and governance capabilities.
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 communications.
Leadership and operational management capabilities, including leading application maintenance and support teams across multiple workstreams.
Bachelor’s degree or foreign equivalent from an accredited institution; three years of progressive experience in the specialty may substitute for each year of education.
Authorization to work in the United States without employer-based visa sponsorship; Infosys is unable to provide immigration sponsorship for this role.

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 coordinate delivery with stakeholders.
Coordinate sprint planning and meetings with technical teams and stakeholders, and maintain relationships with mid-level and senior client representatives.
Evaluate project deliverables and promote methodologies and tools that improve project execution and outcomes.
Identify and mitigate risks, and work with quality assurance teams to embed quality planning into project workflows and deliverables.
Develop project estimates, monitor budget performance, and optimize resource allocation.
Support preparation of technical and commercial proposals aligned with client needs and organizational capabilities.
Plan resource allocation, conduct performance appraisals, and facilitate professional development.
Serve as the primary onsite interface between the client and offshore delivery and support teams.
Drive daily and weekly service reviews and operational governance.
Coordinate resolution of P1/P2 and business-critical production incidents, providing timely updates on impact, progress, mitigation, and resolution.
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 application, infrastructure, vendor, and client teams to resolve issues.
Manage client expectations, escalations, priorities, and service commitments; provide concise service health and status reporting.
Lead application maintenance and support teams across multiple workstreams, driving ownership of 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.