Sr SAP Service Delivery Manager

Sr. SAP Service Delivery Manager1

Key Responsibilities

• Service Delivery Management
• Own end-to-end delivery of SAP AMS projects (Support & Enhancements)
• Ensure adherence to SLAs, KPIs, and contractual obligations
• Manage incident, problem, and change management processes
• Drive service excellence and continuous improvement initiatives
• Client & Stakeholder Management
• Act as the primary point of contact for client leadership
• Conduct governance meetings (weekly/monthly/quarterly)
• Handle escalations and ensure timely resolution
• Build strong relationships and identify business growth opportunities
• Team & Resource Management
• Manage cross-functional SAP teams (ABAP, FICO, SD, MM, BASIS, etc.)
• Plan resource allocation, onboarding, and capacity management
• Mentor team leads and ensure high team performance
• Drive knowledge management and transition processes
• AMS Operations & ITIL Processes
• Strong hands-on understanding of:
• Incident Management
• Problem Management
• Change & Release Management
• Ensure proper ticket triaging, prioritization, and resolution
• Experience with tools like ServiceNow / Remedy / Jira
• Transition & Transformation
• Lead AMS transition from project to support
• Define support models (L1/L2/L3)
• Drive automation, standardization, and optimization initiatives
• Experience in S/4HANA migration support / hypercare is a plus
• Financial & Commercial Management
• Manage P&L, budgeting, and cost optimization
• Track revenue, margins, and billing
• Identify upsell / cross-sell opportunities within existing accounts
• Risk & Compliance
• Identify delivery risks and implement mitigation strategies
• Ensure compliance with audit, security, and governance standards
• Maintain documentation and reporting standards
  

• 12+ years of SAP experience with strong AMS background
• Proven experience managing large AMS engagements (20+ team size)
• Strong knowledge of SAP ECC / S4HANA landscapes
• Hands-on experience in ITIL-based service delivery
• Excellent communication and stakeholder management skills
  
  

• Exposure to SAP BTP, AI, or Automation tools
• Experience in multi-geography delivery model
• Certification in ITIL / PMP / Prince2
• Domain experience (Manufacturing, Retail, Pharma, etc.)
  
  

• SLA compliance (%)
• Incident resolution time
• Customer satisfaction (CSAT)
• Team utilization and productivity
• Revenue growth and margin improvement
  
  

• Leadership and decision-making
• Conflict resolution
• Strategic thinking
• Client-centric mindset