Service Delivery Manager

ppstrongRole Summary /strong /ppWe are looking for an experienced Service Delivery Manager to lead SAP AMS engagements for strategic customers. The role will ensure reliable service delivery across SAP, S/4HANA and adjacent enterprise systems, while managing stakeholders, resolving escalations, driving service improvement, and identifying opportunities for account growth. /ppstrongKey Responsibilities /strong /pulliOwn end-to-end SAP AMS service delivery across incidents, requests, problems, changes, releases, and continuous improvement. /liliEnsure delivery against agreed SLAs, KPIs, governance standards, contractual commitments, and client expectations. /liliAct as the primary delivery interface for client stakeholders, account teams, solution teams, and onsite/offshore delivery teams. /liliLead service governance forums and provide clear reporting on service performance, risks, issues, and improvement actions. /liliManage escalations proactively through timely communication, root cause analysis, and preventive action planning. /liliDrive service stability, automation, productivity improvement, and value creation across the AMS landscape. /liliSupport deal shaping, transition planning, renewals, service expansion, and identification of new business opportunities. /li /ulpstrongRequired Experience /strong /pulliStrong experience in SAP AMS / managed services delivery, preferably in global or multi-country environments. /liliGood understanding of SAP ECC and SAP S/4HANA landscapes across key business processes such as Finance, Procurement, Sales, Manufacturing, Supply Chain, Logistics, and Master Data. /liliExposure to adjacent systems such as SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, and reporting solutions. /liliWorking knowledge of ITIL processes, including incident, problem, change, release, request fulfilment, service level management, and continual service improvement. /liliProven experience in stakeholder management, service governance, escalation handling, team leadership, and commercial delivery management. /li /ulpstrongKey Skills and Competencies /strong /pulliExcellent stakeholder management and executive communication skills. /liliStrong escalation management with a structured, calm, and outcome-focused approach. /liliCommercial awareness and ability to identify service expansion, automation, and transformation-led growth opportunities. /liliStrong governance discipline across actions, risks, issues, dependencies, service metrics, and improvement plans. /liliAbility to lead diverse onsite/offshore teams and build a responsive, customer-focused service culture. /li /ulpstrongDesirable Qualifications and Certifications /strong /pulliITIL certification preferred. /liliPMP, PRINCE2, Agile, Scrum, or equivalent delivery certification desirable. /liliSAP S/4HANA exposure or certification preferred. /liliExperience with ServiceNow, Jira, Azure DevOps, Solution Manager, or SAP Cloud ALM desirable. /li /ulpstrongIdeal Candidate Profile /strong /ppThe ideal candidate is a client-facing SAP AMS delivery leader with strong service discipline, stakeholder confidence, escalation management capability, and commercial awareness. They should be able to stabilise complex support environments, improve service performance, and proactively grow the account through innovation and value-led opportunities. /p /p