SAP Service Delivery Manager

Overview

In this role you oversee SAP AMS for large enterprise accounts, driving operational excellence and continuous service improvement. You’ll coordinate across client stakeholders, delivery teams, and governance bodies to ensure value delivery and long-term customer success. The position focuses on managing end-to-end SAP support and transitions, with an emphasis on performance, risk, and service quality. You will work with senior leadership to shape service delivery in a complex SAP ecosystem.

Responsibilities

• Lead end-to-end SAP AMS delivery ensuring high-quality support across incidents, requests, problems, changes, releases, and improvement initiatives
• Ensure services meet SLAs, KPIs, governance frameworks, and contractual commitments
• Act as primary contact for client stakeholders, delivery teams, and account management
• Chair governance meetings and report on performance, risks, and improvement plans
• Proactively manage escalations with root cause analysis and preventative actions
• Drive operational excellence via automation, process optimization, and service innovation
• Support transitions, service expansions, renewals, and identify opportunities to increase customer value

Key requirements

• Extensive experience delivering SAP AMS in complex enterprise environments
• Strong understanding of SAP ECC and SAP S/4HANA across core business functions
• Exposure to SAP technologies including SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, and reporting solutions
• Solid ITIL service management knowledge (Incident, Problem, Change, Release, Request Fulfilment, Service Level, Continual Service Improvement)
• Experience managing enterprise stakeholders, service governance, and cross-functional delivery teams

• Excellent communication and stakeholder management at senior leadership level
• Strong governance and structured risk/issues/actions management
• Commercial awareness for service enhancement and account growth
• SAP AMS in enterprise environments
• SAP ECC and SAP S/4HANA across FICO, procurement, sales, supply chain, manufacturing, logistics, master data
• SAP technologies: SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, reporting solutions

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