Service Delivery Manager (SDM) - SAP AMS

We are looking for an experienced Service Delivery Manager to lead SAP AMS engagements for strategic customers. The role will ensure reliable service delivery across SAP, S/4HANA and adjacent enterprise systems, while managing stakeholders, resolving escalations, driving service improvement, and identifying opportunities for account growth., * Own end-to-end SAP AMS service delivery across incidents, requests, problems, changes, releases, and continuous improvement.

• Ensure delivery against agreed SLAs, KPIs, governance standards, contractual commitments, and client expectations.
• Act as the primary delivery interface for client stakeholders, account teams, solution teams, and onsite/offshore delivery teams.
• Lead service governance forums and provide clear reporting on service performance, risks, issues, and improvement actions.
• Manage escalations proactively through timely communication, root cause analysis, and preventive action planning.
• Drive service stability, automation, productivity improvement, and value creation across the AMS landscape.
• Support deal shaping, transition planning, renewals, service expansion, and identification of new business opportunities.

• Strong experience in SAP AMS / managed services delivery, preferably in global or multi-country environments.
• Good understanding of SAP ECC and SAP S/4HANA landscapes across key business processes such as Finance, Procurement, Sales, Manufacturing, Supply Chain, Logistics, and Master Data.
• Exposure to adjacent systems such as SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, and reporting solutions.
• Working knowledge of ITIL processes, including incident, problem, change, release, request fulfilment, service level management, and continual service improvement.
• Proven experience in stakeholder management, service governance, escalation handling, team leadership, and commercial delivery management., * Excellent stakeholder management and executive communication skills.
• Strong escalation management with a structured, calm, and outcome-focused approach.
• Commercial awareness and ability to identify service expansion, automation, and transformation-led growth opportunities.
• Strong governance discipline across actions, risks, issues, dependencies, service metrics, and improvement plans.
• Ability to lead diverse onsite/offshore teams and build a responsive, customer-focused service culture., * ITIL certification preferred.
• PMP, PRINCE2, Agile, Scrum, or equivalent delivery certification desirable.
• SAP S/4HANA exposure or certification preferred.
• Experience with ServiceNow, Jira, Azure DevOps, Solution Manager, or SAP Cloud ALM desirable., The ideal candidate is a client-facing SAP AMS delivery leader with strong service discipline, stakeholder confidence, escalation management capability, and commercial awareness. They should be able to stabilise complex support environments, improve service performance, and proactively grow the account through innovation and value-led opportunities.