Job Title : Service Delivery Manager - SAP
Location: Bangalore
Job Description
We are seeking an experienced SAP Service Delivery Manager (SDM) to lead and manage Application Management Services (AMS) engagements for SAP landscapes. The role will be responsible for end-to-end service delivery, operational excellence, SLA adherence, stakeholder management, and continuous improvement across SAP support services.
Key Responsibilities
- Own end-to-end delivery of SAP AMS engagements, ensuring service levels, quality, and customer satisfaction.
- Act as the primary point of contact for customers for all SAP support and managed services.
- Manage SLAs, KPIs, incident, problem, change, and release management processes.
- Lead service governance, operational reviews, and executive reporting with customers.
- Drive continuous service improvement (CSI) initiatives to enhance delivery efficiency and quality.
- Manage delivery teams (onshore, offshore, and nearshore) including performance management, utilization, and capability development.
- Oversee resource planning, workload balancing, and shift management.
- Handle escalation management, RCA, and crisis situations effectively.
- Drive automation, monitoring, and operational excellence initiatives.
- Ensure ITIL-aligned service delivery processes across all SAP modules.
- Manage financial aspects budgeting, margin improvement, billing, and forecasting.
- Support transition and transformation projects including onboarding new customers into AMS.
- Collaborate with sales and pre-sales teams for renewals, expansions, and proposals.
Required Skills & Experience
- 1218+ years of IT experience, with 5+ years in SAP Service Delivery / AMS management.
- Strong experience managing SAP AMS programs with global customers.
- Deep understanding of SAP support models, ITIL processes, and service governance.
- Experience across SAP modules such as:
- S/4HANA
- SD, MM, FI, CO, PP, WM, EWM, TM
- Basis, Security, CPI, BTP (good to have)
- Proven experience in managing:
- Incident, Problem, Change & Release management
- SLA/KPI management
- Customer escalations & executive communication
- Strong stakeholder management and communication skills.
- Solid financial acumen for delivery budgeting and margin management.
- Experience managing large offshore delivery teams (30200+ resources preferred).
Education & Certifications
- Bachelor's / Master's degree in Engineering, IT, or Management.
- ITIL v3 / ITIL 4 certification preferred.
- PMP / Prince2 / Agile certifications good to have.
- SAP functional or technical certification good to have.
Key Competencies
- Customer-first mindset
- Strong leadership and team management
- Excellent communication & presentation skills
- Risk management and crisis handling
- Continuous improvement & automation mindset
Preferred Industry Experience
- IT Services / Consulting
- Retail, Manufacturing, CPG, Pharma, BFSI (any domain exposure is a plus)
