Sr. SAP Service Delivery Manager

Overview

Senior SAP Service Delivery Manager – Client Strategy & AMS Leadership. We are seeking a highly experienced Senior SAP Service Delivery Manager who will act as both a strategic advisor to clients and a delivery leader, owning the end-to-end success of SAP Application Management Services (AMS) engagements. This role goes beyond traditional service delivery oversight—it requires a leader who can shape client strategy, proactively identify business opportunities, and orchestrate cross-functional teams to deliver measurable business outcomes.

The ideal candidate will bring deep expertise in SAP (MM, WM, PP), a strong understanding of manufacturing operations, and the ability to translate client objectives into actionable delivery plans, optimized support models, and continuous improvement initiatives
.

Key Responsibilities

• Act as the trusted advisor and primary point of accountability for client success across SAP AMS engagements.
• Understand client business goals, operational challenges, and transformation priorities, translating them into a clear SAP support and enhancement strategy.
• Proactively identify opportunities for optimization, automation, and cost reduction, aligning AMS delivery with business value.
• Drive regular executive-level governance, including service reviews, roadmap discussions, and performance alignment.

• Own the full lifecycle of SAP delivery, ensuring consistent alignment with SLAs, KPIs, and business expectations.
• Lead coordination between onshore, offshore & nearshore teams, ensuring seamless execution and accountability across all layers.
• Ensure delivery is not only compliant, but also continuously evolving to meet changing client needs.

• Lead and mentor multidisciplinary SAP teams, fostering a culture of ownership, responsiveness, and continuous improvement.
• Ensure teams clearly understand client priorities and are equipped to deliver high-quality, business-aligned solutions.
• Drive accountability across teams for timely resolution of incidents, enhancements, and service requests.

• Establish and continuously refine service delivery frameworks, processes, and governance models to improve efficiency and client satisfaction.
• Use data-driven insights (ticket trends, SLA performance, recurring issues) to drive root cause elimination and proactive improvements.
• Implement and promote best practices aligned with ITIL and service management standards.

• Oversee incident and problem management, ensuring rapid resolution and minimizing business impact.
• Govern the change management process, ensuring rigorous testing, communication, and minimal disruption.
• Identify and mitigate delivery risks, ensuring compliance with internal policies and client requirements.

• Work closely with project managers, architects, and client stakeholders to align ongoing services with broader transformation initiatives.
• Bridge the gap between business expectations and technical delivery, ensuring clarity and alignment at all levels.
• Support client growth by enabling upsell opportunities and expanded service scope driven by trust and performance.

• 8+ years of experience in SAP service delivery or AMS leadership roles, preferably in manufacturing environments.
• Strong functional expertise in SAP modules such as MM, FICO, PP.
• Demonstrated experience managing client relationships at both operational and executive levels.
• Proven ability to lead distributed teams (onshore/offshore/nearshore) and deliver complex services.
• Strong understanding of ITIL frameworks, service governance, and performance management.
• Excellent communication, leadership, and stakeholder management skills.
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment.

• Direct ownership of client strategy and satisfaction, not just service execution.
• Strong focus on business outcomes, not only SLAs.
• Leadership role that bridges commercial, operational, and technical dimensions.