Service Delivery Manager

Job Summary

We are seeking an experienced Offshore Service Delivery Manager to lead SAP Application Management Services (AMS) engagements and manage end-to-end offshore delivery for global SAP support programs. The candidate will be responsible for ensuring service excellence, SLA adherence, governance, customer satisfaction, operational efficiency, continuous improvement, and delivery of SAP support services across functional, technical, Basis, security, and integration workstreams. The role aligns closely with ITIL-based service management models, operational governance, continuous improvement, and offshore service delivery frameworks.

Key Responsibilities

• Own end-to-end offshore delivery for SAP AMS/support engagements covering L2 and L3 support services.
• Serve as the primary offshore delivery leader and escalation point for customer delivery operations.
• Manage SAP support teams across functional, technical, Basis, Security, Integration, and reporting workstreams.
• Ensure compliance with contractual SLAs, KPIs, OLAs, and service delivery commitments.
• Lead Incident, Problem, Change, Release, and Service Request Management processes aligned to ITIL standards.
• Drive governance through daily operations reviews, weekly status meetings, monthly service reviews, and executive governance forums.
• Oversee ticket management, backlog reduction, aging analysis, root-cause analysis, and service improvement initiatives.
• Manage resource planning, utilization, workforce forecasting, onboarding, training, and cross-skilling initiatives.
• Establish and maintain operational dashboards, service reports, SLA reports, risk registers, and customer scorecards.
• Drive continuous improvement initiatives focused on automation, productivity gains, defect prevention, and operational excellence.
• Coordinate major incident management processes and ensure timely business communications during critical situations.
• Support transition activities, knowledge transfer, hypercare-to-AMS transition, and stabilization programs
• Collaborate closely with customer stakeholders, SAP CoEs, project teams, and leadership teams to ensure delivery success.
• Support account growth through service improvement opportunities, change requests, enhancement initiatives, and value-add recommendations.

Skill Requirements

• 10+ years of overall IT experience with at least 5 years in Service Delivery Management roles.
• Strong experience managing large-scale SAP AMS or SAP support engagements.
• Hands-on understanding of SAP functional and technical landscapes including:
• SAP S/4HANA
• SAP ECC
• SAP Basis
• Security & GRC
• SAP Integration
• SAP BTP
• Strong knowledge of ITIL processes including:
• Incident Management
• Problem Management
• Change Management
• Release Management
• Service Request Management
• Knowledge Management
• Experience managing globally distributed delivery teams and offshore delivery centers.
• Proven track record in SLA/KPI management, customer governance, and stakeholder management.
• Strong experience in service reporting, operational reviews, delivery governance, and executive communication.
• Experience in continuous service improvement, automation programs, and AI-led operations.
• Strong financial understanding of managed services engagements, utilization management, and delivery profitability.

Other Requirements