Sr. SAP Service Delivery Manager

Experience: Not Available to Not Available years

Location: Pune, Maharashtra, India

Skills: SAP, AMS, ITIL, ServiceNow, Remedy, Jira, S/4HANA, SAP ECC, SAP BTP, AI, Automation tools, PMP, Prince2, Manufacturing, Retail, Pharma

Key Responsibilities
1. 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

2. 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

3. 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

4. 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

5. 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

6. Financial & Commercial Management
Manage P&L;, budgeting, and cost optimization
Track revenue, margins, and billing
Identify upsell / cross-sell opportunities within existing accounts

7. 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)
Solid 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

📌 Sr. SAP Service Delivery Manager (Pune)
🏢 Jade Global Software
📍 Pune