Sr. SAP Service Delivery Manager
Jade Global
- Location
- Hyderabad, Telangana, India
- Job type
- 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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