SAP - AMS Delivery Director

Location: Preferably Hyderabad

We are looking for an experienced SAP AMS
Delivery Director to lead end -to -end service delivery across clients. This
includes service delivery governance, resource optimization, incident and
problem management, smooth operation of SAP applications and ensuring customer
satisfaction and continuous improvement. This role requires a strong background.
In SAP support models, stakeholder management, and continuous service
improvement. The candidate will manage AMS teams, drive SLAs/KPIs, and ensure
high -quality service delivery to clients. This is a full -time opportunity.
Contractors, please do not apply.

Key Responsibilities

- Lead
and manage SAP AMS (Application Management Services) operations
across all AMS contracts.

- Oversee incident, problem, and change management processes to ensure timely
resolution and SLA compliance.

- Serve
as the primary point of contact for business and client stakeholders
for AMS -related issues.

- Handle escalations and ensure quick root -cause analysis

- Conduct
regular service review meetings and governance calls.

- Monitor
and track service delivery performance, ensuring adherence to
defined SLAs, KPIs, and governance standards.

- Coordinate
with onshore/offshore teams, plan and optimize resource utilization
across multiple clients to ensure effective utilization and support contractual
coverage.

- Coach




and mentor team leads and consultants for performance and growth.

- Drive Automation & service improvement initiatives, root cause
analysis, and proactive problem prevention.

- Support
financial management of AMS contracts, including tracking effort, costs, profitability
and renewals.

- Ensure
compliance with ITIL processes and best practices for SAP AMS
delivery.

- Ensure
compliance with company policies, security and audit requirements.

- Collaborate
with project teams during roll -outs, upgrades, and transition to steady -state
support.

- Prepare
and deliver regular status reports, dashboards, and executive updates on service performance.


Required Qualifications

- 15+
years of SAP experience with at least 5+ years in
AMS/Service Delivery Management.

- Solid
Understanding of SAP ecosystem (ECC, S/4HANA, Integrations)

- Strong
knowledge of SAP incident, problem, and change management processes.

- Hands -on
experience with ticketing tools (e.g., ServiceNow, Remedy, Solution
Manager, Jira).

- Proven
track record in managing onshore/offshore support models.

- Strong
communication, leadership, and stakeholder management skills.

- Familiarity
with ITIL framework and best practices in AMS delivery.

- Certified
ITIL or PMP preferred