ESaaS -SAP -Project Mgmt - Service Delivery

SAP AMS Service Delivery Manager

Zensars SAP Application Maintenance Services team

Key tasks & activities

As an Applications Services team leader you will be a key part in the service delivery, people management and the client relationship. As you will be responsible of ensuring the qualitative delivery of the agreed services to the partner, you will have to make sure your team will be performing as expected and helping them evolve.

• A strong interpersonal & team spirit as we deliver better together


• Proactive anticipation of Risks


• Effective SLA tracking and management


• Structure in order deliver the appropriate contractual service levels


• Organization to plan and deliver accordingly


• Good relationships skills as you will have to build a network for improving cooperation


• Coaching mindset to help your team members evolve.


• Culturally openminded as we work with Offshore, nearshore and local people in one team


• Business oriented in order to support our client to perform (IT and Business)


• Strong communication skills: to manage steering committee & customer daily contacts


• ITIL V4 certification is a big plus.

Key responsibilities:

• Be responsible of the overall engagement in terms of budget, Customer satisfaction, contractual compliance, service continuity, team members motivations, respect of qualitative & timely delivery


• Be the Customer Single Point of contact for AMS Services subjects


• Provide consolidated management reporting to the Customer and Zensar on the services performance.


• Play a key role in add on sales with Sales & Delivery Management team


• The delivery of the AMS services at the appropriate contractual service levels.


• The management of the delivery of the services and other agreed deliverables in all its aspects: specification, estimation, planning, control, acceptance, SLA compliancy for the applications in scope Implementing and controlling all agreed procedures and processes


• Conform to the engagement prioritization, identify & assign resources on service activities


• Drive- End-to-End the problem, change, release, capacity, performance management and reporting

Qualifications and Requirements:

• Bachelors or Master Degree


• 12-15 years of SAP experience of which 3+ years as SDM or similar role


• Excellent communication skills


• SAP Functional / Technical background