Sr. SAP Service Delivery Manager

Sr. SAP Service Delivery Manager1

Key Responsibilities

1. 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

2. 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

3. 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

4. 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

5. 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

6. Financial & Commercial Management

• Manage P&L, budgeting, and cost optimization
• Track revenue, margins, and billing
• Identify upsell / cross-sell opportunities within existing accounts

7. Risk & Compliance

• Identify delivery risks and implement mitigation strategies
• Ensure compliance with audit, security, and governance standards
• Maintain documentation and reporting standards

Required Skills & Qualifications

Must-Have

• 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

Good-to-Have

• 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.)

Key Performance Indicators (KPIs)

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

Soft Skills

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