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 expectations.
- Act as the primary delivery interface for client stakeholders, account teams, solution teams, and onsite/offshore delivery teams.
- Lead service governance forums and provide clear reporting on service performance, risks, issues, and improvement actions.
- 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 environments.
- 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 fulfilment, 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 preferred.
- SAP S/4HANA exposure or certification preferred.
- Experience with ServiceNow, Jira, Azure DevOps, Solution Manager, or SAP Cloud ALM desirable.
