Sr. SAP Service Delivery Manager1Key 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 l

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