SAP Service Delivery Manager

Description

Key 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 Candidates

Preferred 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.

Responsibilities

Key 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 Candidates

Preferred 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.

Qualifications

Key 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 Candidates

Preferred 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.

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