SAP Service Delivery Manager

Job Title: SAP Service Delivery Manager (SAP AMS / ITSM)

Location: India(Remote)

Shift: Must be available to work until 2:00 PM US CST

Experience: 10+ Years (Minimum 4+ Years as SAP Service Delivery Manager / SAP AMS Lead)

About the Role

We are looking for a highly driven SAP Service Delivery Manager (SDM) to lead SAP Application Management Services (AMS) and ensure operational excellence across the SAP landscape. This role requires a strategic leader who can effectively manage SAP service delivery, vendor governance, ITSM processes, and business stakeholder expectations while ensuring high service quality and continuous improvement.

The ideal candidate is a proactive leader with exceptional communication skills, strong operational governance experience, and the ability to drive accountability across global support teams. This individual will serve as the bridge between business stakeholders, internal IT teams, and external AMS partners, ensuring seamless service delivery and business continuity.

Key Responsibilities

SAP Service Delivery & Operations

• Own end-to-end SAP AMS service delivery across multiple SAP modules including PP, MM, SD, EWM, and FI.
• Ensure day-to-day SAP support operations meet agreed SLAs, KPIs, and business expectations.
• Drive operational excellence by ensuring timely resolution of incidents, service requests, and defects.
• Monitor SAP service health and proactively identify operational risks.

ITSM Process Management

• Establish, govern, and continuously improve ITSM processes including:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Demonstrate strong understanding of Major Incident (P1) and High Priority Incident (P2) management, escalation paths, and business communication.
• Lead bridge calls during critical production incidents and coordinate cross-functional teams to restore services quickly.
• Drive Root Cause Analysis (RCA) and preventive actions for recurring issues.

Vendor & Stakeholder Management

• Act as the primary interface between business stakeholders, internal IT teams, and the AMS vendor.
• Bring clarity during complex production issues by effectively coordinating between customer teams and external vendors.
• Hold vendors accountable for SLA adherence, quality of deliverables, and contractual commitments.
• Conduct regular operational reviews, service governance meetings, and executive reporting.

Transition & Service Readiness

• Lead SAP transition from System Integrator (SI) to AMS provider.
• Ensure complete knowledge transfer and operational readiness.
• Define governance models, support processes, and service management frameworks for steady-state operations.

Team Leadership & Accountability

• Lead global SAP support teams across multiple regions and time zones.
• Establish clear ownership, performance metrics, and accountability within support teams.
• Drive execution through structured follow-ups, performance reviews, and measurable outcomes.
• Demonstrate a proven ability to keep teams accountable and deliver consistent operational excellence.

Continuous Improvement

• Identify opportunities to improve SAP support efficiency through automation, process optimization, and monitoring enhancements.
• Reduce recurring incidents and ticket volumes through preventive initiatives.
• Drive innovation and best practices across SAP AMS operations.

Governance & Reporting

• Develop executive dashboards and service performance reports.
• Present operational metrics, risks, trends, and improvement initiatives to senior leadership.
• Lead governance meetings including operational reviews and steering committee sessions.

Required Skills & Experience

• Bachelor's Degree in Computer Science, Information Technology, or related field.
• 8+ years of IT Service Delivery experience.
• Minimum 4+ years managing SAP Application Management Services (AMS) or SAP Projects.
• Strong understanding of SAP functional modules:

PP

MM

SD

EWM

FI

• Solid experience implementing and managing ITSM processes aligned with ITIL.
• Hands-on experience managing:
• Incident Management
• Problem Management
• Change Management
• Service Request Management
• Strong experience handling P1 and P2 production incidents, escalations, and business communications.
• Proven experience managing vendors, offshore delivery teams, and SAP support partners.
• Experience supporting global organizations across multiple time zones with 24x7 support models.
• Excellent stakeholder management and executive communication skills.
• Strong analytical, decision-making, and problem-solving abilities.

Must-Have Competencies

• Excellent verbal and written communication skills.
• Strong tactical execution with the ability to drive teams toward measurable outcomes.
• Proven track record of holding internal teams and vendors accountable.
• Ability to bring clarity during complex production issues involving multiple stakeholders.
• Strategic mindset with hands-on operational leadership.
• Self-motivated, proactive, and a true "go-getter" who takes ownership.
• Ability to work independently in a fast-paced global environment.

Preferred Qualifications

• ITIL Foundation (or higher) Certification.
• Experience with SAP Solution Manager or SAP Cloud ALM.
• Experience working with global AMS providers.
• Exposure to SAP implementation transitions and post-go-live support.
• Experience leading offshore and distributed support teams.

Interview Focus Areas

Candidates should be able to demonstrate experience in:

• Managing P1/P2 production incidents and major incident bridges.
• Implementing and governing ITSM processes.
• Driving accountability across SAP support teams and vendors.
• Handling difficult customer and vendor situations while bringing clarity and resolution.
• Providing 24x7 SAP support across multiple global time zones.
• Leading SAP AMS operations strategically while also being hands-on when required.
• Delivering measurable improvements in SLA performance, incident reduction, and operational efficiency.

Work Schedule

• Offshore Consulting Role
• Must be available to work until 2:00 PM US CST.
• Ability to collaborate effectively with global teams across multiple time zones.