Service Delivery Director

About the role

In depth knowledge of SAP modules, Own the overall Service Delivery. Will front end customer and business stakeholders in weekly, and monthly review meetings, managing risks and issues as well as drive optimization and automation. Will push the AMS team to improve the following parametersMTTRBacklog (Should be about 25% of monthly volume) SLA adherenceP1 / P2 ownershipCIP via automation and SOP based left shift and other such levers.

What you'll do

• Direct operations management and escalation handling by implementing best practices in workflow design, resource allocation
• Drive process improvement initiatives using Lean, Kaizen, and data visualization platforms such as Power BI or Tableau to identify and resolve bottlenecks
• Oversee escalation management protocols by setting up structured response mechanisms, analyzing root causes, and ensuring rapid resolution of high-impact incidents
• Guide and coach team leaders and managers by conducting regular performance reviews, sharing operational management frameworks
• Interpret and communicate operational performance trends using advanced data visualization tools

What you need

• Data visualisation
• Power BI
• Lean
• Kaizen
• Tableau
• SAP
• Any graduate

Good to have

• SOP writing