Bengaluru, Karnataka
Job Summary
Job Description: SAP S/4 AMS Service Delivery Manager (SDM)
Location: India, bengaluru
Role Type: Full-time
Experience: 12–18+ years
Role Overview
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.
Key Responsibilities
1. 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
2. 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
3. Continuous Improvement & Automation
Identify and drive automation opportunities (ServiceNow, SAP, AI/ML)
Improve productivity, MTTR, and ticket deflection
Lead KEDB adoption and problem management maturity
Drive efficiency gains (15–25%) through structured initiatives
4. 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)
Required Skills & Experience
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 ServiceNow or similar ITSM tools
Key Responsibilities
1. Lead and manage the project team throughout the project lifecycle.
2. Develop project plans, including scope, schedule, budget, and resource allocation.
3. Implement agile methodology to drive project execution and delivery.
4. Conduct regular project status meetings and provide updates to stakeholders.
5. Identify and mitigate project risks to ensure successful project completion.
6. Manage project documentation and facilitate knowledge transfer.
7. Monitor and report on project progress, ensuring adherence to quality standards.
8. Collaborate with cross functional teams to achieve project objectives.
9. Drive continuous improvement initiatives within the project management process.
10. Ensure alignment of project outcomes with business goals and objectives.
Skill Requirements
1. Strong proficiency in program management principles and practices.
2. In-depth knowledge and experience in agile methodology and its application in project management.
3. Exceptional leadership and communication skills to effectively lead project teams and collaborate with stakeholders.
4. Ability to prioritize tasks, manage multiple projects concurrently, and adapt to changing priorities.
5. Excellent problem-solving skills to address project challenges and implement effective solutions.
6. Proficiency in project management tools and software for project planning, tracking, and reporting.
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