Job Description: Service Delivery Manager (SDM) – SAP AMS
Role: Service Delivery Manager (SDM) – SAP Application Management Services (AMS)
Role Summary
We are looking for an experienced Service Delivery Manager to lead SAP AMS engagements for strategic customers. The role will ensure reliable service delivery across SAP, S/4HANA and adjacent enterprise systems, while managing stakeholders, resolving escalations, driving service improvement, and identifying opportunities for account growth
Key Responsibilities
- Own end-to-end SAP AMS service delivery across incidents, requests, problems, changes, releases, and continuous improvement
- Ensure delivery against agreed SLAs, KPIs, governance standards, contractual commitments, and client expectation
- Act as the primary delivery interface for client stakeholders, account teams, solution teams, and onsite/offshore delivery team
- Lead service governance forums and provide clear reporting on service performance, risks, issues, and improvement action
- Manage escalations proactively through timely communication, root cause analysis, and preventive action planning
- Drive service stability, automation, productivity improvement, and value creation across the AMS landscape
- Support deal shaping, transition planning, renewals, service expansion, and identification of new business opportunities
Required Experience
- Strong experience in SAP AMS / managed services delivery, preferably in global or multi-country environment
- Good understanding of SAP ECC and SAP S/4HANA landscapes across key business processes such as Finance, Procurement, Sales, Manufacturing, Supply Chain, Logistics, and Master Data
- Exposure to adjacent systems such as SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, and reporting solutions
- Working knowledge of ITIL processes, including incident, problem, change, release, request fulfillment, service level management, and continual service improvement
- Proven experience in stakeholder management, service governance, escalation handling, team leadership, and commercial delivery management
Key Skills and Competencies
- Excellent stakeholder management and executive communication skills
- Strong escalation management with a structured, calm, and outcome-focused approach
- Commercial awareness and ability to identify service expansion, automation, and transformation-led growth opportunities
- Strong governance discipline across actions, risks, issues, dependencies, service metrics, and improvement plans
- Ability to lead diverse onsite/offshore teams and build a responsive, customer-focused service culture
Desirable Qualifications and Certifications
- ITIL certification preferable
- SAP S/4HANA exposure or certification preferable
- Experience with ServiceNow, Jira, Azure DevOps, Solution Manager, or SAP Cloud ALM desirable
Senior Service Delivery Manager Arbeitgeber: MPower Plus
Als Arbeitgeber im Bereich Pharma Digital Engineering bieten wir Ihnen die Möglichkeit, in einem dynamischen und innovativen Umfeld zu arbeiten, das auf digitale Transformation und Industrie 4.0 fokussiert ist. Unsere Unternehmenskultur fördert Zusammenarbeit und Kreativität, während wir gleichzeitig umfangreiche Weiterbildungsmöglichkeiten und Karriereentwicklung für unsere Mitarbeiter bereitstellen. Genießen Sie die Vorteile eines engagierten Teams, das sich leidenschaftlich für den Erfolg unserer Kunden einsetzt und dabei die neuesten Technologien in der Pharmaindustrie nutzt.
