Job Description

Service Delivery Manager – SAP Application Maintenance & Support

Core SAP Service Delivery Requirements

• + years of strong experience as a Service Delivery Manager managing global SAP Application Maintenance & Support (AMS) engagements for medium or large organizations.
• Strong background as an SAP Functional or Technical Consultant, with hands-on experience in SAP Maintenance & Support operations.
• Proven experience managing multiple SAP AMS accounts, including client relationships, service governance, operational performance, and delivery excellence.
• Strong experience managing multi-cultural, geographically distributed SAP support teams.
• Extensive knowledge of SAP Support Operations, including:

o Incident Management

o Major/Critical Incident Management

o Change Management

o Problem Management

o Service Request Management

o SLA/KPI management

o Support governance and operational reporting

• Experience managing SAP Transport Requests, including Rev-Trac.
• Strong understanding of Regression Testing processes within SAP maintenance and release cycles.
• Experience with transition from SAP implementation/project delivery to AMS/support operations.
• Experience with SAP support tools and processes such as ChaRM and SAP Solution Manager (SOLMAN).

Client & Stakeholder Management

• Proven ability to manage relationships with business users, IT leadership, client stakeholders, internal teams, and third-party vendor partners.
• Strong experience establishing and running governance models for SAP AMS engagements.
• Ability to navigate complex stakeholder environments and organizational structures.
• Experienced in escalation management, including resolution of service, operational, and relationship issues.
• Proven experience handling Major and Critical Incidents, coordinating cross-functional teams and ensuring timely communication and resolution.
• Excellent written, verbal, presentation, and interpersonal communication skills across technical and non-technical audiences.

Service Management & Operational Excellence

• Strong understanding of ITIL-based service management and SAP support best practices.
• Experience defining, implementing, and continuously improving operational processes for programs and support engagements.
• Ability to establish and monitor SLAs, KPIs, dashboards, status reports, governance reports, and service metrics.
• Strong analytical skills with the ability to analyze incident and operational data to identify trends, recurring issues, and opportunities for problem investigation.
• Ability to monitor the SAP support environment and recommend or implement service and process improvements.
• Strong follow-up and ownership skills when coordinating with internal teams, other technology teams, and third-party support vendors.
• High attention to detail with strong organization, prioritization, time management, facilitation, and process management capabilities.

Program & Delivery Management

• Lead end-to-end delivery of SAP AMS programs, ensuring scope, timelines, SLAs, quality, resources, and customer expectations are effectively managed.
• Establish and manage delivery governance, including project/service plans, milestones, KPIs, risks, issues, dependencies, action tracking, and management reporting.
• Drive project-to-support transition, ensuring knowledge transfer, support readiness, documentation, resource onboarding, processes, tools, and SLA setup are completed before go-live.
• Manage cross-functional and geographically distributed teams, coordinating SAP functional/technical teams, business stakeholders, IT teams, and third-party vendors.
• Proactively manage delivery risks, escalations, dependencies, and changing priorities, ensuring timely resolution and minimal business impact.
• Drive continuous improvement and operational excellence through performance analysis, process optimization, automation, lessons learned, and service improvement initiatives.

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