Service Delivery Manager

Job Summary

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 efficient operations.

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Key Responsibilities

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

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Governance & Stakeholder Management:

• 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

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Continuous Improvement & Automation:

• Identify and drive automation opportunities (Service Now, SAP, AI/ML)
• Improve productivity, MTTR, and ticket deflection
• Lead KEDB adoption and problem management maturity
• Drive efficiency gains (15–25%) through structured initiatives

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Resource & Delivery Management:

• 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)

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 Service Now or similar ITSM tools

Other Requirements

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