Sr. SAP Service Delivery Manager

Requirements

• 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

Additional Information

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

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at jadeglobal? Share your experience