SAP AMS - Service Delivery Manager

IndiaRemoteFull-timemid

OperationsService Delivery Manager

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Quick Summary

Requirements Summary

Organize and lead weekly and monthly service reviews, participate in quarterly governance meetings, report on service levels and project progress, review budgets,

Technical Tools

OperationsService Delivery Manager

We are seeking an experienced Service Delivery Manager to oversee SAP Application Management Services (AMS) for a portfolio of enterprise clients. In this role, you will ensure stable day-to-day operations while driving enhancements and business transformation initiatives. You will act as the primary client contact, building trusted relationships and maintaining high standards of service delivery. You will lead SAP consultants, coordinate incident resolution, and ensure contractual service levels are consistently achieved. The position combines client governance, financial oversight, team leadership, and continuous service improvement. You will collaborate with cross-functional stakeholders to optimize costs, manage risks, and deliver measurable business value in a dynamic, globally connected environment.

Client Relationship Management: Serve as the primary point of contact for assigned SAP AMS clients, manage expectations, strengthen relationships, and ensure services align with business requirements and contractual commitments.
Service Governance: Organize and lead weekly and monthly service reviews, participate in quarterly governance meetings, report on service levels and project progress, review budgets, and escalate risks to regional leadership when necessary.
RUN Operations Management: Oversee daily SAP support activities, triage incoming tickets, allocate resources, and ensure incidents and service requests are resolved within agreed service-level objectives. Coordinate responses to critical P1/P2 incidents and manage operational risks.
SAP Release and Incident Management: Coordinate SAP S/4HANA Cloud release activities, work with SAP to resolve support incidents, and apply best practices to maintain service stability, reliability, and operational efficiency.
GROW Initiatives and Change Management: Supervise the delivery of small and medium-sized change requests, ensuring accurate estimates, completed functional specifications, and timely delivery for user acceptance testing (UAT). Collaborate with the Value Delivery and Innovation team to execute larger change requests and client roadmaps.
Team Leadership and Resource Planning: Lead and coordinate SAP consultants, distribute workloads, recommend appropriate staffing and expertise, address performance issues, and ensure resources remain aligned with changing client priorities.
Financial and Contract Management: Monitor RUN and GROW budgets, track project profitability and margins, validate invoices, approve timesheets and expenses, monitor contract validity, and support client renewals.
Performance and Continuous Improvement: Track client satisfaction, feedback, and Net Promoter Score (NPS), monitor utilization and productivity targets, and ensure recurring deliverables are completed accurately, on time, and within budget.
Prioritization and Risk Management: Develop and maintain work plans, guide clients on ticket prioritization and escalation procedures, manage competing demands, and proactively address delivery, financial, and relationship risks.

Requirements

~2 min read

Education: Bachelor's degree required, preferably in Information Technology or a related discipline.
Professional Experience: At least 7 years of relevant experience in ERP projects, system evolution, implementation support, or application management services.
Team Management: Minimum of 3 years of experience leading teams, coordinating technical consultants, and managing delivery performance.
SAP Knowledge: General understanding of core SAP modules, including FI, CO, MM, PP, and SD, their integrations, and the business processes they support.
Service Management Tools: Experience with ServiceNow, SAP Solution Manager, or other IT service management (ITSM) platforms is an advantage.
Methodologies and Best Practices: Familiarity with or certifications in ITIL, ISO standards, COBIT, Six Sigma, Lean IT, or similar service management and process improvement frameworks is preferred.
Client Management: Demonstrated ability to manage stakeholder expectations, navigate challenging conversations, resolve conflicts, and address client or consultant performance concerns professionally.
Financial Acumen: Experience monitoring service budgets, controlling costs, managing project margins, reviewing invoices, and ensuring delivery commitments are met.
Planning and Organization: Strong multitasking, prioritization, and time-management skills, with the ability to manage multiple clients, high communication volumes, and competing deadlines independently.
Communication Skills: Excellent verbal, written, and presentation skills, with the ability to communicate effectively with clients, technical teams, consultants, and senior stakeholders.
Problem-Solving and Leadership: Proactive, results-oriented, and analytical, with strong decision-making skills and the ability to manage escalations and operational challenges.
Flexibility: Willingness to travel to client sites when required to strengthen relationships and support service delivery.