Job
Description
As an experienced SAP Service Delivery Manager (SDM), your role will involve leading the end-to-end service delivery of SAP AMS engagements. You will be responsible for ensuring adherence to SLAs and KPIs, directly engaging with customers to provide proactive solutions, and managing escalations effectively. Additionally, you will oversee a team of SAP professionals working across multiple modules to ensure smooth service operations. Your responsibilities will include managing incident, problem, and change request processes using tools like ServiceNow, Jira, Remedy, HPSM9/12, Vantive. It will be crucial for you to ensure compliance with service delivery agreements and regularly track/report service metrics. Your active involvement with customers and SAP support teams will be essential for this role, with a minimum of 2 years of recent experience in SAP SDM required. Candidates with project management consulting-only backgrounds will not be considered for this position. **Key Responsibilities:** - Lead the end-to-end service delivery of SAP AMS engagements - Ensure adherence to SLAs and KPIs - Directly engage with customers, providing proactive solutions and managing escalations effectively - Oversee a team of SAP professionals across multiple modules - Manage incident, problem, and change request processes through tools like ServiceNow, Jira, Remedy, HPSM9/12, Vantive - Ensure compliance with service delivery agreements and regularly track/report service metrics - Drive revenue growth within accounts through effective strategies **Qualification Required:** - 13 to 18 years of experience in SAP Delivery Management, especially in AMS Projects - Hands-on experience in SLA, change request, and ticketing management - Direct customer-facing capabilities (not onshore roles) - Any Graduate / Postgraduate qualification Please note that this role demands active involvement with customers and SAP support teams, making it essential for the ideal candidate to have the required experience and qualifications. As an experienced SAP Service Delivery Manager (SDM), your role will involve leading the end-to-end service delivery of SAP AMS engagements. You will be responsible for ensuring adherence to SLAs and KPIs, directly engaging with customers to provide proactive solutions, and managing escalations effectively. Additionally, you will oversee a team of SAP professionals working across multiple modules to ensure smooth service operations. Your responsibilities will include managing incident, problem, and change request processes using tools like ServiceNow, Jira, Remedy, HPSM9/12, Vantive. It will be crucial for you to ensure compliance with service delivery agreements and regularly track/report service metrics. Your active involvement with customers and SAP support teams will be essential for this role, with a minimum of 2 years of recent experience in SAP SDM required. Candidates with project management consulting-only backgrounds will not be considered for this position. **Key Responsibilities:** - Lead the end-to-end service delivery of SAP AMS engagements - Ensure adherence to SLAs and KPIs - Directly engage with customers, providing proactive solutions and managing escalations effectively - Oversee a team of SAP professionals across multiple modules - Manage incident, problem, and change request processes through tools like ServiceNow, Jira, Remedy, HPSM9/12, Vantive - Ensure compliance with service delivery agreements and regularly track/report service metrics - Drive revenue growth within accounts through effective strategies **Qualification Required:** - 13 to 18 years of experience in SAP Delivery Management, especially in AMS Projects - Hands-on experience in SLA, change request, and ticketing management - Direct customer-facing capabilities (not onshore roles) - Any Graduate / Postgraduate qualification Please note that this role demands active involvement with customers and SAP support teams, making it essential for the ideal candidate to have the required experience and qualifications.
