SAP Service Delivery Manager

DescriptionKey Responsibilities:Manage end-to-end SAP AMS delivery across modules (FI, MM, SD, HCM, etc.) and technologies (ECC, S/4HANA, Fiori).Act as the primary point of contact for clients, ensuring SLA adherence, service quality, and customer satisfaction.Lead incident, problem, and change management processes in alignment with ITIL standards.Coordinate with functional and technical teams to ensure timely resolution of tickets and service requests.Monitor service performance metrics, generate reports, and drive continuous improvement initiatives.Manage resource planning, team performance, and knowledge management.Conduct governance meetings, status reviews, and risk assessments with internal and external stakeholders.Ensure compliance with security, audit, and regulatory requirements.Required Skills:10–12 years of experience in SAP, with at least 4–5 years in AMS delivery or service management roles.Strong understanding of SAP support models, ticketing tools (e.g., ServiceNow, Remedy), and ITIL processes.Experience managing multi-module SAP environments and cross-functional teams.Proven ability to manage onshore-offshore delivery models and vendor coordination.Familiarity with S/4HANA, Fiori, and cloud-based SAP solutions. Qualifications for Internal CandidatesPreferred Skills:ITIL certification (Foundation or higher).SAP certification in any core module or technology.Experience with automation tools, service optimization, or AI-driven support models.Exposure to AMS transition projects and service stabilization.Soft Skills:Strong leadership and client relationship management.Excellent communication, negotiation, and presentation skills.Analytical mindset with a focus on service excellence.Ability to manage high-pressure situations and drive resolution.ResponsibilitiesKey Responsibilities:Manage end-to-end SAP AMS delivery across modules (FI, MM, SD, HCM, etc.) and technologies (ECC, S/4HANA, Fiori).Act as the primary point of contact for clients, ensuring SLA adherence, service quality, and customer satisfaction.Lead incident, problem, and change management processes in alignment with ITIL standards.Coordinate with functional and technical teams to ensure timely resolution of tickets and service requests.Monitor service performance metrics, generate reports, and drive continuous improvement initiatives.Manage resource planning, team performance, and knowledge management.Conduct governance meetings, status reviews, and risk assessments with internal and external stakeholders.Ensure compliance with security, audit, and regulatory requirements.Required Skills:10–12 years of experience in SAP, with at least 4–5 years in AMS delivery or service management roles.Strong understanding of SAP support models, ticketing tools (e.g., ServiceNow, Remedy), and ITIL processes.Experience managing multi-module SAP environments and cross-functional teams.Proven ability to manage onshore-offshore delivery models and vendor coordination.Familiarity with S/4HANA, Fiori, and cloud-based SAP solutions. Qualifications for Internal CandidatesPreferred Skills:ITIL certification (Foundation or higher).SAP certification in any core module or technology.Experience with automation tools, service optimization, or AI-driven support models.Exposure to AMS transition projects and service stabilization.Soft Skills:Strong leadership and client relationship management.Excellent communication, negotiation, and presentation skills.Analytical mindset with a focus on service excellence.Ability to manage high-pressure situations and drive resolution.QualificationsKey Responsibilities:Manage end-to-end SAP AMS delivery across modules (FI, MM, SD, HCM, etc.) and technologies (ECC, S/4HANA, Fiori).Act as the primary point of contact for clients, ensuring SLA adherence, service quality, and customer satisfaction.Lead incident, problem, and change management processes in alignment with ITIL standards.Coordinate with functional and technical teams to ensure timely resolution of tickets and service requests.Monitor service performance metrics, generate reports, and drive continuous improvement initiatives.Manage resource planning, team performance, and knowledge management.Conduct governance meetings, status reviews, and risk assessments with internal and external stakeholders.Ensure compliance with security, audit, and regulatory requirements.Required Skills:10–12 years of experience in SAP, with at least 4–5 years in AMS delivery or service management roles.Strong understanding of SAP support models, ticketing tools (e.g., ServiceNow, Remedy), and ITIL processes.Experience managing multi-module SAP environments and cross-functional teams.Proven ability to manage onshore-offshore delivery models and vendor coordination.Familiarity with S/4HANA, Fiori, and cloud-based SAP solutions. Qualifications for Internal CandidatesPreferred Skills:ITIL certification (Foundation or higher).SAP certification in any core module or technology.Experience with automation tools, service optimization, or AI-driven support models.Exposure to AMS transition projects and service stabilization.Soft Skills:Strong leadership and client relationship management.Excellent communication, negotiation, and presentation skills.Analytical mindset with a focus on service excellence.Ability to manage high-pressure situations and drive resolution.