Sr. SAP Service Delivery Manager

Jade Global

full-time

Required skills

ABAP
automation tools
change management
compliance
cross-functional
end-to-end
Jira
key performance indicators
PMP
PRINCE2
Remedy
SAP
service delivery
ServiceNow

About the role

Jade Global

Website: jadeglobal.com
Job details:
Sr. SAP Service Delivery Manager1

Key Responsibilities

Service Delivery Management
Own end-to-end delivery of SAP AMS projects (Support & Enhancements)
Ensure adherence to SLAs, KPIs, and contractual obligations
Manage incident, problem, and change management processes
Drive service excellence and continuous improvement initiatives
Client & Stakeholder Management
Act as the primary point of contact for client leadership
Conduct governance meetings (weekly/monthly/quarterly)
Handle escalations and ensure timely resolution
Build strong relationships and identify business growth opportunities
Team & Resource Management
Manage cross-functional SAP teams (ABAP, FICO, SD, MM, BASIS, etc.)
Plan resource allocation, onboarding, and capacity management
Mentor team leads and ensure high team performance
Drive knowledge management and transition processes
AMS Operations & ITIL Processes
Strong hands-on understanding of:

Incident Management
Problem Management
Change & Release Management

Ensure proper ticket triaging, prioritization, and resolution
Experience with tools like ServiceNow / Remedy / Jira
Transition & Transformation
Lead AMS transition from project to support
Define support models (L1/L2/L3)
Drive automation, standardization, and optimization initiatives
Experience in S/4HANA migration support / hypercare is a plus
Financial & Commercial Management
Manage P&L, budgeting, and cost optimization
Track revenue, margins, and billing
Identify upsell / cross-sell opportunities within existing accounts
Risk & Compliance
Identify delivery risks and implement mitigation strategies
Ensure compliance with audit, security, and governance standards
Maintain documentation and reporting standards

Required Skills & Qualifications

Must-Have

12+ years of SAP experience with strong AMS background
Proven experience managing large AMS engagements (20+ team size)
Strong knowledge of SAP ECC / S4HANA landscapes
Hands-on experience in ITIL-based service delivery
Excellent communication and stakeholder management skills

Good-to-Have

Exposure to SAP BTP, AI, or Automation tools
Experience in multi-geography delivery model
Certification in ITIL / PMP / Prince2
Domain experience (Manufacturing, Retail, Pharma, etc.)

Key Performance Indicators (KPIs)

SLA compliance (%)
Incident resolution time
Customer satisfaction (CSAT)
Team utilization and productivity
Revenue growth and margin improvement

Soft Skills

Leadership and decision-making
Conflict resolution
Strategic thinking
Client-centric mindset

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