SAP Service Delivery Manager

Title: SAP Service Delivery Manager
Location: Atlanta, GA

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, hyperscale's, 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.