Key Responsibilities

1. Service Delivery Management

- Own the day-to-day delivery governance for the SAP AMS engagement.
- Ensure incidents, service requests, and change requests are managed within agreed SLA, TAT, and quality expectations.
- Monitor overall service performance and ensure timely closure of open activities.
- Establish strong follow-up mechanisms to drive predictable and consistent delivery.
- Identify delivery risks, dependencies, and bottlenecks early and ensure appropriate actions are taken.
- Ensure that aged and critical tickets receive the required attention and are driven to closure.
- Maintain focus on service quality, responsiveness, and customer expectations.

2. Cross-Module & Team Coordination

- Coordinate delivery across multiple SAP modules, teams, and consultants.
- Work closely with functional & technical consultants across areas such as FI, MM, SD, and other SAP modules.
- Ensure clear ownership for incidents, changes, and other service activities.
- Drive regular reviews and follow-ups with module teams to ensure commitments are met.
- Resolve cross-team dependencies and ensure issues do not remain unattended due to ownership gaps.
- Facilitate collaboration between different delivery teams to ensure end-to-end resolution.

3. Customer & Stakeholder Management

- Act as a key bridge between the AMS delivery organization and Omya management/service management teams.
- Establish effective communication and governance with customer stakeholders.
- Provide regular visibility on service performance, key activities, risks, issues, and improvement areas.
- Ensure customer expectations are clearly understood and translated into actionable delivery priorities.
- Proactively communicate potential delays, risks, and escalations rather than waiting for issues to become customer concerns.
- Build confidence through transparency, predictability, and consistent execution.

4. Delivery Governance & Performance Tracking

- Establish and maintain effective delivery governance mechanisms across the AMS organization.
- Track key service metrics, including:

- SLA compliance

- TAT adherence

- Incident ageing

- Backlog

- Change request status

- Critical/prioritized tickets

- Pending customer/business dependencies

- Escalations
- Conduct regular operational reviews with module leads and delivery teams.
- Ensure action items from governance meetings are clearly assigned, tracked, and closed.
- Maintain / Monitor appropriate dashboards and management reports to provide a clear view of service health.

5. Ownership & Execution Discipline

- Strengthen accountability and ownership across the AMS team.
- Ensure every activity has a clear owner, expected completion date, and follow-up mechanism.
- Challenge delays and proactively drive teams toward closure.
- Establish a culture of "own it, track it, close it" across the delivery organization.
- Ensure commitments made to customer stakeholders are followed through to completion.
- Identify recurring execution gaps and implement measures to prevent them from repeating.

6. Escalation & Risk Management





- Identify potential delivery issues and escalations at an early stage.
- Drive resolution of critical and high-priority incidents through the appropriate teams.
- Coordinate across functional, technical, and management stakeholders when issues require multi-team intervention.
- Ensure escalations are managed with clear action plans, owners, and timelines.
- Maintain visibility of delivery risks and ensure mitigation actions are actively tracked.

7. Continuous Improvement

- Identify opportunities to improve AMS delivery processes, governance, and execution efficiency.
- Analyse recurring incidents, delays, and operational bottlenecks and drive corrective actions.
- Improve operational maturity through standardized processes, tracking mechanisms, and governance practices.
- Promote proactive service management rather than reactive ticket management.
- Drive initiatives that improve SLA performance, reduce backlog/ageing, and enhance overall service predictability.

Scope & Environment The Service Delivery Manager will operate within a mature global SAP environment characterized by:

- A well-established SAP global template and standardized processes.
- Strong customer-side SAP and business teams.
- Defined governance and change management processes.
- Strict controls around access, processes, and system changes.
- A multi-module SAP AMS delivery organization of approximately 40 consultants.
- Approximately 3,500 incidents annually (~300–400 per month).
- Approximately 800–1,000 change requests annually.
- Significant delivery volumes across SAP FI, MM, and SD.

The role will work within an established and stable customer relationship, with the primary objective being to strengthen delivery execution, governance, ownership, and operational consistency.

Key Success Measures

Success in this role will be measured by the ability to:

- Improve overall SLA and TAT adherence.
- Reduce aged and overdue incidents/change requests.
- Improve visibility and tracking of delivery commitments.
- Ensure clear ownership and accountability across teams.
- Identify and address delivery blockers proactively.
- Improve closure discipline and reduce follow-up gaps.
- Establish predictable and effective operational governance.
- Reduce avoidable escalations through proactive management.
- Improve customer confidence through consistent and transparent delivery.
- Build stronger coordination across SAP module teams.
- Create a more mature and disciplined AMS delivery operating model.

Required Skills & Experience

- 8–12+ years of experience in IT service delivery, SAP AMS, application support, or IT operations.
- Proven experience managing SAP AMS/service delivery engagements in a multi-module environment.




- Strong understanding of ITIL/service management concepts, incident management, change management, SLA management, and operational governance.
- Experience managing teams comprising multiple functional/technical streams.
- Strong experience in stakeholder and customer management.
- Demonstrated ability to manage high-volume support environments.
- Strong skills in tracking, prioritization, follow-up, escalation management, and issue resolution.
- Experience working with global teams and distributed delivery organizations.
- Strong communication, presentation, and reporting skills.
- Ability to engage effectively with both operational teams and senior management.

Preferred SAP Experience

- Exposure to SAP FI, MM, and SD is preferred.
- Broader understanding of SAP ERP/S4HANA landscapes and cross-module dependencies.
- Experience working in a mature SAP template-driven environment.
- SAP technical expertise is not expected to be hands-on; the candidate should have sufficient SAP understanding to effectively coordinate and govern delivery across functional teams.

Leadership & Behavioural Competencies The ideal candidate should be:

- Self-driven and proactive, with a strong sense of ownership.
- Strong at coordination and follow-through.
- Comfortable challenging teams and stakeholders constructively.
- Highly organized and disciplined in tracking commitments.
- Able to identify issues before they become escalations.
- Strong in stakeholder communication and relationship management.
- Comfortable working with ambiguity and competing priorities.
- Results-oriented, with a strong focus on closure and outcomes.
- Capable of influencing teams without relying solely on formal authority.
- Able to create a culture of accountability, transparency, and continuous improvement.

Ideal Candidate Profile The ideal candidate is not necessarily the strongest SAP technical consultant in the room. Instead, they should be someone who can bring together experienced SAP consultants and ensure that the overall delivery machine operates effectively. They should be able to answer at any point:

What is pending? Who owns it? What is blocking it? When will it be completed? What is at risk? What action is required?

The successful candidate will bring robust delivery oversight, proactive coordination, execution discipline, and stakeholder confidence, helping the AMS organization move from reactive follow-up to a more structured, predictable, and proactive service delivery model.

Suggested positioning for recruitment

I would not title this simply “SAP Service Delivery Manager” if you want to avoid attracting candidates who are primarily technical SAP architects. A stronger market-facing title could be:

Service Delivery Manager – SAP AMS / Application Support

And I would highlight these as the top 5 selection criteria:

1. SAP AMS / Application Support delivery experience
2. Strong SLA, TAT, backlog and incident management
3. Multi-team / multi-module coordination
4. Customer & stakeholder management
5. Strong ownership, follow-up and execution discipline

📌 Service Delivery Manager (Bengaluru)
🏢 S P A Enterprise Info Services
📍 Bengaluru