Service Delivery Manager – SAP AMS

Job Title

Service Delivery Manager – SAP AMS

Waltham, MA

The Service Delivery Manager (SDM) will oversee the delivery of Application Management Services (AMS) for SAP systems, ensuring high‑quality support, compliance, and continuous improvement for a Retail customer. This role acts as the primary point of contact for clients, managing service performance, team coordination, and stakeholder communication.

• Service Governance:
  Ensure adherence to SLAs, KPIs, and contractual obligations for AMS delivery.
• Incident & Problem Management:
  Oversee resolution of critical incidents (P1/P2), root cause analysis, and preventive measures.
• Change & Release Management:
  Coordinate approved changes, ensuring proper documentation, testing, and deployment.
• Stakeholder Management:
  Act as the client‑facing lead for escalations, status reporting, and service reviews.
• Team Leadership:
  Manage AMS support teams across SAP modules (FICO, MM, SD, etc.), ensuring resource allocation and skill development.
• Continuous Improvement:
  Identify opportunities for automation, process optimization, and cost efficiency.
• Compliance & Audit:
  Ensure adherence to SOX, security, and audit guidelines.
• Financial Management:
  Monitor budgets, forecasts, and cost optimization for AMS operations.

• Experience:
  
  10+ years in SAP AMS delivery, with at least 3–5 years in a managerial role.
• Expertise:
  Strong understanding of SAP landscapes (ECC, S/4
  
  HANA), AMS processes, and ITIL framework.
• Leadership:
  Proven ability to manage large teams and global delivery models.
• Communication:
  Excellent client‑facing and stakeholder management skills.
• Tools:
  Familiarity with ITSM tools (Service Now, etc.) and reporting dashboards.

• Exposure to S/4
  
  HANA migration and AMS transition projects.
• Knowledge of automation tools for SAP / Joule.
• Experience in multi‑vendor governance and offshore/onshore delivery models.
• Project exposure with a Retail Customer would be an added advantage.
• Location:
  
  Chennai or other TCS offshore delivery locations.
• Shift: May require rotational shifts for global support.
• Engagement:
  Long‑term AMS support with occasional minor projects.
• Availability:
  Must be ready to support & represent for Critical Incidents like P1 & P2.

If you are interested, please share your resumes with me at , or else reach me at .

• Seniority level – Mid‑Senior level
• Employment type – Full‑time
• Job function – Information Technology
• Industries – IT Services and IT Consulting