SAP Service Delivery Manager

Position: SAP Service Delivery Manager

Duration: Long Term Contract

Location: Remote

Role Overview:

The SAP Service Delivery Manager will be responsible for ensuring seamless day-to-day SAP service delivery, governance oversight, ITSM process adoption, and continuous improvement initiatives within the SAP support organization. This role serves as the strategic bridge between business stakeholders, IT teams, and the SAP AMS partner to ensure operational stability and maximize business value from SAP investments.

Key Responsibilities:

• Lead the transition of SAP support from implementation partners to AMS providers.
• Establish and govern ITSM processes including Incident, Problem, Change, and Request Management.
• Manage day-to-day SAP AMS support operations and ensure SLA/KPI compliance.
• Drive governance, service reviews, reporting, and continuous improvement initiatives.
• Act as the primary liaison between business stakeholders and AMS vendors.
• Ensure operational readiness, knowledge transfer, and support documentation.
• Identify opportunities for automation, process optimization, and service innovation.
• Provide executive-level reporting on service performance, risks, and improvement plans.

Required Skills & Experience:

• 6+ years of IT Service Delivery experience.
• Minimum 4+ years managing SAP AMS environments or SAP projects.
• Strong understanding of SAP functional areas including:
• SAP PP (Production Planning)
• SAP MM (Materials Management)
• SAP SD (Sales & Distribution)
• SAP EWM (Extended Warehouse Management)
• SAP FI (Financial Accounting)
• Experience with ITIL-based service management processes.
• Strong experience managing AMS vendors and support partners.
• Expertise in SLA management, governance, and stakeholder communication.
• Experience with SAP Solution Manager or SAP Cloud ALM is highly preferred.
• Experience working with global delivery teams and offshore support models.

Preferred Qualifications:

• ITIL Foundation Certification or higher.
• SAP Solution Manager or Cloud ALM Run experience.
• Strong leadership and stakeholder management skills.
• Experience driving continuous improvement and service transformation initiatives.