We are seeking an experienced SAP S/4 Service Delivery Manager (SDM) to lead and govern Application Management Services (AMS) delivery for a large-scale SAP S/4HANA landscape. The role will be responsible for end-to-end service delivery, SLA compliance, stakeholder management, and continuous improvement , ensuring stable and effective operations
Key Responsibilities
1. Service Delivery & Operations
- Own end-to-end AMS delivery (L2/L3) for SAP S/4 modules (SD preferred)
- Ensure adherence to SLAs, KPIs, and contractual commitments
- Drive incident, problem, and change management aligned to ITIL
- Manage major incident resolution (P1/P2) and escalation handling
- Act as the primary interface for client stakeholders (business & IT)
- Lead weekly/monthly governance reviews and service reporting
- Provide executive dashboards on SLA, backlog, and service health
- Ensure alignment with global delivery teams and onsite-offshore model
- Identify and drive automation opportunities (ServiceNow, SAP, AI/ML)
- Improve productivity, MTTR, and ticket deflection
- Lead KEDB adoption and problem management maturity
- Drive efficiency gains (15–25%) through structured initiatives
- Manage distributed AMS teams (onshore + offshore)
- Ensure right skill mix (Dreyfus-based capability maturity)
- Drive cross-skilling across SAP modules (SD, MM, FI integration)
- Monitor and improve team productivity (tickets/FTE)
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Skill Requirements
Functional & Technical
- Strong experience in SAP S/4HANA AMS delivery
- Expertise in SAP SD module (with integration exposure to MM/FI)
- Understanding of RICEFW objects and SAP support processes
- Familiarity with ServiceNow or similar ITSM tools