SAP Service Delivery ManagerÂ
SAP Service Delivery ManagerÂ
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Job Description
Job Title: SAP Service Delivery Manager
Job Location: Atlanta GA (Onsite from Day 1)
Experience Required: 12 Years (with at least 5 years in a Delivery Manager role)
Role Overview:
We are seeking an experienced and dynamic Onsite Service Delivery Manager to lead and manage the Application Management Support (AMS) operations for SAP S/4HANA under the RISE. The ideal candidate will have a proven track record of successfully delivering SAP support services using onsite-offshore-nearshore models be highly proficient in ITIL practices and demonstrate deep knowledge in ITSM tools ServiceNow and support processes. Experience in managing multiple S/4HANA RISE support projects and leading transition and steady-state phases is essential.
Key Responsibilities:
- Serve as the primary onsite point of contact for the customer for all AMS-related activities on the SAP S/4HANA RISE platform.
- Manage day-to-day delivery operations across functional and technical SAP domains in a global delivery model (onsite/offshore/nearshore).
- Govern SLAs KPIs and operational metrics; drive continuous service improvements (CSI).
- Lead and coordinate incident problem change and release management processes in adherence to ITIL standards.
- Oversee the transition from project to support including knowledge transfer documentation handover and team ramp-up.
- Interface with SAP hyperscalers (if applicable) customer IT teams and other third-party service providers.
- Track and report operational health proactively manage risks and ensure service continuity.
- Ensure full utilization and optimization of ServiceNow for incident logging tracking reporting and automation.
- Mentor and manage a distributed team of SAP consultants across multiple time zones.
- Collaborate with internal stakeholders for staffing escalations quality control and innovation initiatives.
- Manage budgets financial forecasting and Project P&L.
- Run overall governance Customer Service reviews compliances and reporting
Required Skills & Experience:
- 10 years of SAP Delivery experience with at least 3 years managing S/4HANA RISE AMS projects.
- Strong exposure to RISE with SAP architecture governance and roles/responsibilities split between SAP hyperscalers and partners.
- Experience in 2-3 end-to-end S/4HANA AMS project lifecycles including transition and steady-state delivery.
- Proven experience in ITIL process implementation and adherence (preferably ITIL v4 certified).
- Expertise in ServiceNow for managing service operations dashboards automation and integrations.
- Hands-on experience with global delivery models onsite offshore and nearshore coordination.
- Strong leadership stakeholder management and customer-facing communication skills.
- Experience in continuous improvement frameworks automation identification and shift-left strategies.
- Ability to work under pressure prioritize work and drive operational excellence.
Preferred Qualifications:
- SAP Certifications (S/4HANA or Module-specific)
- ITIL v4 Certification
- PMP/Prince2 certification (added advantage)
- Experience in cloud-based SAP deployments and integration landscapes
Employment Type
Full-time
