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Service Delivery Manager- SAP
Service Delivery Manager- SAPNAM Info Inc • Waltham, MA, United States
Service Delivery Manager- SAP

Service Delivery Manager- SAP

NAM Info Inc • Waltham, MA, United States
[job_card.variable_days_ago]
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  • [job_card.full_time]
[job_card.job_description]

Competencies : Utilities - SAP FICA - 6-8+ years experience

Position Summary

The Service Delivery Manager (SDM) will oversee the delivery of Application Management Services (AMS) for SAP systems, ensuring high-quality support, compliance, and continuous improvement for a Retail customer. This role acts as the primary point of contact for clients, managing service performance, team coordination, and stakeholder communication.

Key Responsibilities

  • Service Governance : Ensure adherence to SLAs, KPIs, and contractual obligations for AMS delivery.
  • Incident & Problem Management : Oversee resolution of critical incidents (P1 / P2), root cause analysis, and preventive measures.
  • Change & Release Management : Coordinate approved changes, ensuring proper documentation, testing, and deployment.
  • Stakeholder Management : Act as the client-facing lead for escalations, status reporting, and service reviews.
  • Team Leadership : Manage AMS support teams across SAP modules (FICO, MM, SD, etc.), ensuring resource allocation and skill development.
  • Continuous Improvement : Identify opportunities for automation, process optimization, and cost efficiency.
  • Compliance & Audit : Ensure adherence to SOX, security, and audit guidelines.
  • Financial Management : Monitor budgets, forecasts, and cost optimization for AMS operations.

Required Qualifications

  • Experience : 10+ years in SAP AMS delivery, with at least 3–5 years in a managerial role.
  • Expertise : Strong understanding of SAP landscapes (ECC, S / 4HANA), AMS processes, and ITIL framework.
  • Leadership : Proven ability to manage large teams and global delivery models.
  • Communication : Excellent client-facing and stakeholder management skills.
  • Tools : Familiarity with ITSM tools (ServiceNow etc.) and reporting dashboards.

    • Preferred Skills

  • Exposure to S / 4HANA migration and AMS transition projects.
  • Knowledge of automation tools for SAP / Joule.
  • Experience in multi-vendor governance and offshore / onshore delivery models.
  • Project exposure with a Retail Customer would be an added advantage.
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