Details:

SAP AMS Delivery Head - India Offshore Practice

Role Purpose

The SAP AMS Delivery Head will own the end-to-end delivery, operational performance, financial performance, people leadership, and continuous transformation of the India Offshore SAP AMS portfolio.

The role is responsible for establishing a high-performing, scalable and commercially effective offshore delivery organization supporting SAP ECC, S/4HANA, SAP BTP and associated SAP technologies across multiple clients and industries.

The Delivery Head will act as the senior offshore delivery leader for customers and internal stakeholders, ensuring service stability, SLA/KPI achievement, customer satisfaction, margin improvement, resource optimization, automation, and continuous improvement.

The role will also partner closely with Sales, Account Management, Solutioning and SAP Practice leadership to grow the AMS portfolio, transition new services into offshore delivery, convert staffing/project engagements into managed services, and create new revenue opportunities.

SAP's own managed-services framework emphasizes SLA monitoring, governance, reporting, incident/change/problem management and continuous improvement, which should form the foundation of this role.

Key Accountabilities

- Own end-to-end delivery of the India offshore SAP AMS portfolio.
- Establish and govern a standardized SAP AMS operating model across accounts.
- Ensure achievement of contractual SLAs, KPIs, OLAs and quality commitments.
- Establish clear ownership across SAP Functional, Technical, Basis, Security, Integration, Development, Testing and BTP teams.
- Ensure effective Incident, Problem, Change, Request and Knowledge Management.
- Drive proactive problem management and elimination of recurring incidents.
- Ensure critical incidents and escalations are managed with appropriate executive visibility.
- Establish delivery governance mechanisms including:
- Daily operational reviews
- Weekly delivery reviews
- Monthly service reviews
- Quarterly business reviews
- Executive governance

- Ensure consistent reporting across all AMS contracts.
- Establish a strong culture of operational discipline, accountability and customer ownership.

B. Offshore Delivery Operations

- Own the India Offshore Delivery Center for SAP AMS.
- Develop a scalable offshore operating model supporting 24x7 and follow-the-sun services.
- Optimize offshore/onshore delivery ratios.
- Drive standardization of delivery processes across accounts.
- Establish shared-service and CoE models for commonly required SAP capabilities.
- Ensure effective resource deployment across multiple accounts.
- Manage capacity, demand forecasting and resource availability.
- Establish backup and succession plans for critical skills.
- Ensure operational readiness for new implementations, rollouts, upgrades and transitions into AMS.
- Resolve cross-account delivery dependencies and operational bottlenecks.

C. Financial & Commercial Management

Own the financial performance of the offshore AMS portfolio, including:

- Revenue
- Gross margin / EBIT
- Revenue realization
- Offshore utilization
- Billable utilization
- Cost-to-serve
- Resource pyramid




- Onshore/offshore mix
- Productivity
- Overtime and contractor costs
- Bench management
- Contract leakage
- Change requests and additional services

Specific expectations
- Deliver agreed revenue and margin targets.
- Identify and eliminate sources of EBIT erosion.
- Optimize resource pyramid and skill mix.
- Increase offshore leverage without compromising service quality.
- Reduce dependency on high-cost onsite resources.
- Drive automation and productivity improvements.
- Improve utilization through cross-account resource movement.
- Support contract renewals and commercial negotiations.
- Identify opportunities for transition from T&M;/staff augmentation to managed services.

Current offshore delivery leadership roles increasingly combine operational responsibility with revenue, margin and utilization management.

Customer & Stakeholder Management

- Act as the senior offshore delivery executive for strategic SAP AMS customers.
- Establish trusted relationships with CIOs, IT Directors, SAP Program Directors and business stakeholders.
- Lead executive-level service governance.
- Own resolution of major delivery escalations.
- Establish transparent communication during critical incidents.
- Present service performance, risks, financials and improvement plans to customers.
- Understand customer business priorities and translate them into AMS improvement initiatives.
- Drive customer satisfaction and referenceability.
- Identify opportunities for proactive business value creation through AMS.

Customer Metrics

- Customer Satisfaction / CSAT
- NPS
- SLA attainment
- Escalation rate
- Critical incident performance
- Service availability
- Problem recurrence
- Service improvement realization
- Contract renewal rate

Details:

AMS Transformation & Continuous Improvement

The Delivery Head should transform AMS from a reactive ticket-resolution model to a proactive business-value-oriented managed service.

Key responsibilities include:

- Drive ticket reduction programs.
- Implement automation and self-healing capabilities.
- Establish AI-assisted incident and problem management.
- Drive predictive monitoring and proactive issue prevention.
- Improve First-Time-Right resolution.
- Reduce Mean Time to Resolve (MTTR).
- Improve knowledge reuse and shift-left support.
- Establish SAP application observability.
- Drive automation using SAP BTP and relevant automation platforms.
- Promote DevOps/SRE practices where appropriate.
- Establish reusable AMS accelerators and tools.
- Implement standard dashboards and operational analytics.
- Identify opportunities for GenAI-enabled service management.

Current SAP offshore delivery leadership roles increasingly emphasize automation, AI,



predictive analytics and service transformation rather than traditional ticket management alone.

SAP AMS Transition & Transformation

Own governance for transition of current SAP AMS contracts into the offshore organization.

Responsibilities include:

- Transition planning and governance.
- Knowledge-transfer strategy.
- Resource onboarding.
- Documentation readiness.
- Service acceptance criteria.
- SLA baseline establishment.
- Tool and monitoring readiness.
- Shadow/reverse-shadow management.
- Transition risk management.
- Hypercare management.
- Transition-to-steady-state governance.

People & Talent Management

Lead and develop a large SAP AMS organization across multiple SAP capabilities.

Responsibilities:

- Build high-performance SAP delivery teams.
- Develop Delivery Managers, Service Managers and Tower Leads.
- Establish competency-based workforce planning.
- Build SAP S/4HANA and cloud capability.
- Develop future-ready skills in:
- SAP S/4HANA
- SAP BTP
- Integration
- SAP Analytics
- SAP Fiori
- SAP Security
- SAP Cloud
- AI/Automation

- Drive cross-skilling and upskilling.
- Establish career paths for SAP AMS professionals.
- Identify high-potential employees and succession candidates.
- Improve employee engagement and retention.
- Manage performance and productivity.
- Build leadership depth within the offshore organization.
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SAP Capability & Practice Development

Partner with SAP Practice leadership to strengthen offshore capabilities.

- Build functional and technical SAP Centers of Excellence.
- Develop reusable AMS frameworks and accelerators.
- Establish industry-specific support models.
- Develop S/4HANA AMS capability.
- Develop RISE with SAP / Cloud managed-service capabilities.
- Strengthen SAP BTP and Integration capabilities.
- Develop SAP Security and GRC capabilities.
- Establish SAP testing and release-management capabilities.
- Develop AI-enabled SAP AMS offerings.
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Business Growth & Pre-Sales Support

The Delivery Head will be a key contributor to AMS revenue growth, not only delivery execution.

Responsibilities include:

- Support SAP AMS RFP/RFI responses.
- Participate in solutioning and estimation.
- Define offshore delivery models.
- Develop transition and transformation proposals.
- Support pricing and commercial models.
- Identify account mining opportunities.
- Identify opportunities to convert:
- Staffing → AMS
- Project → AMS
- Implementation → AMS
- AMS → Managed Services Plus

- Support renewals and expansions.
- Identify cross-sell opportunities across SAP capabilities.
- Build customer-specific transformation roadmaps.
- Provide delivery credibility during client presentations.

9. Governance & Risk Management

Establish strong governance across the offshore portfolio.

Governance Areas

- SLA/KPI governance
- Contract compliance
- Delivery risk
- Financial risk
- Resource risk
- Attrition risk
- Skill availability
- Customer escalations
- Security and compliance
- Audit readiness
- Business continuity
- Disaster recovery
- Data and access governance

Maintain an executive-level AMS Risk & Opportunity Register and ensure timely mitigation.

📌 SAP Project/ Delivery Manager Sr (India)
🏢 Stefanini Group
📍 India