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.
Key Responsibilities
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.
Required Qualifications
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/4HANA), 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 (ServiceNow etc.) and reporting dashboards.
Preferred Skills
Exposure to S/4HANA 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.