Service Delivery Manager (AMS) Philippines

Location: Philippines (Remote)

DyFlex is an established SAP Platinum Partner with team members across Australia New Zealand and the Philippines. We are recognised as a leader in our area of SAP expertise. We deliver fit-for-purpose SAP solutions and our services range from greenfield and brownfield implementations change management to ongoing Aftercare services and support.

In 2025 we have been awarded:

Best Performing Partner in Australia for S/4 HANA Public Cloud

Best Performing Partner in Australia for Speed of Delivery

Best Performing Partner in Mid-Market

Highest Selling Partner in Australia

About the Role

As Service Delivery Manager SAP AMS you will lead the day-to-day delivery of DyFlexs Application Management Services (AMS) from our Philippines-based support team. You will be accountable for service quality SLA performance customer satisfaction and team engagement across multiple SAP customers and landscapes.

This role is ideal for a seasoned SAP professional who enjoys leading support teams managing client relationships and continuously improving service delivery within a structured AMS framework.

You will work closely with DyFlex customers onshore Service & Engagement Managers and internal consulting teams to ensure reliable predictable and high-quality SAP support outcomes.

Your Tasks and Responsibilities

• Own the end-to-end delivery of SAP Application Management Services (AMS) across multiple customers
  
• Ensure adherence to contracted SLAs KPIs and service credits with a strong focus on service quality and customer satisfaction
  
• Monitor and manage incident service request and problem queues to ensure timely and effective resolution
  
• Drive effective incident problem and change management practices in line with ITIL and DyFlex AMS standards
  
• Provide regular service reporting dashboards and trend analysis to internal and customer stakeholders
  
• Proactively manage service risks escalations and customer expectations
  
• Act as the primary service delivery escalation point for AMS customers
  
• Build strong trusted relationships with customer IT and business stakeholders
  
• Lead service review meetings and facilitate continuous improvement discussions
  
• Partner with onshore DyFlex leaders to align service delivery with contractual commercial and strategic objectives
  
• Lead mentor and develop the Philippines-based AMS support team
  
• Ensure effective workload allocation rostering and on-call coverage
  
• Foster a high-performance customer-centric and collaborative team culture
  
• Support onboarding training and ongoing capability uplift across SAP modules
  
• Promote strong knowledge-sharing practices high-quality documentation and solution reuse
  
• Identify opportunities to improve service efficiency quality and automation
  
• Drive continuous improvement in ticket processes documentation and knowledge bases
  
• Support the transition of new customers or project work into steady-state AMS delivery
  
• Ensure service delivery aligns with SAP best practices and DyFlex delivery standards
  

Your Qualifications and Experience

• Proven experience in a Service Delivery Manager AMS Lead or Support Manager role within SAP
  
• Strong understanding of SAP Application Management Services and ITIL-based delivery models
  
• Experience managing distributed or offshore SAP support teams
  
• Solid functional understanding of SAP landscapes (ECC and/or S/4HANA); module depth across MM SD FI/CO PM PP or similar is highly regarded
  
• Demonstrated experience managing tickets SLAs escalations and customer reporting
  
• Strong leadership and people management capabilities
  
• Excellent communication skills with the ability to engage across technical and business audiences
  
• Experience with SAP support tools such as ServiceNow Jira SAP Solution Manager or similar
  
• ITIL certification or formal service management training is advantageous
  
• A proactive structured and customer-focused mindset with strong ownership

What we offer

• Work with SAPs latest technologies on cloud such as S/4HANA BTP and Joule
• A flexible and supportive work environment including the ability to work from anywhere in Australia New Zealand or the Philippines
• Competitive remuneration and benefits including novated lease birthday leave salary packaging wellbeing programme additional purchased leave and company-provided laptop
• Comprehensive SAP training and certifications
• Join a renowned organisation delivering projects to some of APACs leading enterprises

DyFlex is committed to providing a safe flexible and respectful environment for staff free from all forms of discrimination bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and achieve best outcomes for our customers we are the regions leading SAP Platinum Partner!