SAP AMS Service Delivery Manager
Relevant Years of Experience:
Minimum 8–10 Years in SAP AMS & Delivery Management
Work Location: Portugal
Domain:
Resources
Job Description – Key Responsibilities:
1. Service Management & Delivery:
- Lead and manage SAP AMS support for multiple clients
- Define and track SLAs and KPIs to ensure delivery standards
- Ensure 24/7 support coverage and timely incident resolution
- Oversee ticket triage, change control, and resource allocation
- Drive continuous improvement in service operations
2. Stakeholder & Client Engagement:
- Serve as primary escalation point for clients
- Conduct regular service review meetings and reporting
- Maintain strong relationships with client stakeholders
- Align support services with business and operational goals
3. Incident, Problem & Change Management:
- Oversee incident and problem management processes
- Facilitate root cause analysis and preventive actions
- Ensure proper change management governance
- Coordinate resolution of complex issues with SAP consultants
4. Team Leadership & Resource Management:
- Lead, coach, and develop a team of SAP consultants
- Assign roles based on project timelines and priorities
- Conduct training and upskilling programs
- Ensure optimal resource utilization and planning
5. Compliance, Reporting & Governance:
- Enforce ITIL-aligned AMS processes
- Generate weekly burn reports, KPI reviews, and QBRs
- Maintain audit readiness and compliance with policies
6. Financial & Contract Management:
- Drive financial accountability across AMS accounts
- Support in contract renewals and negotiations
- Identify opportunities for account growth and retention
Mandatory Skills:
- Deep expertise in SAP AMS and service delivery frameworks
- Hands-on experience with SAP S/4HANA, SAP Solution Manager
- Working knowledge of ITIL, Agile, and DevOps practices
- Experience with cloud-based SAP environments
- Excellent verbal and written communication
- Strong analytical, decision-making, and leadership skills
- Proven team management and customer engagement experience
- Focused on service excellence and client success
For submissions or referrals, please contact:[email protected]