AMS Service Delivery Manager

AMS Service Delivery Manager

Key Responsibilities

• Lead end-to-end delivery of SAP AMS services, including S/4HANA, Basis, and Security.

• Manage multi-location teams and coordinate offshore/onshore delivery models.

• Ensure adherence to SLAs, KPIs, and contractual obligations.

• Drive continuous improvement initiatives such as automation and process optimization.

• Oversee incident, problem, and change management processes following ITIL standards.

• Conduct regular governance meetings including WSRs, QBRs, and client reviews.

• Collaborate with client stakeholders, internal teams, and third-party vendors for seamless service delivery.

• Support transition planning, knowledge transfer, and stabilization for new engagements.

• Manage and drive closure of Critical Incident Management calls (P1).

• Lead RCA (Root Cause Analysis) and implement corrective actions for recurring issues.

• Manage budgets, forecasts, and resource planning for AMS operations.

• Ensure compliance with security, audit, and data protection standards.

Required Qualifications

• 11+ years of experience in SAP AMS delivery and service management.

• Strong understanding of SAP modules like FI/CO, SD, MM, Basis, GRC.

• Familiarity with DevOps, RPA/AI initiatives, and automation tools in AMS environments.

• Proven ability in managing multi-vendor delivery models and large-scale AMS programs.

• Excellent client-facing skills and experience in managing Dir/VP-level relationships.

• Outstanding communication, presentation, and stakeholder engagement abilities.

Technical Skills & Experience

• ITIL Foundation or Practitioner certification.

• PMP or equivalent project management certification.

• SAP Certified Application Associate in any module.

• Agile/Scaled Agile certifications are a plus.

Preferred Qualifications

• Experience leading end-to-end delivery of SAP AMS services across diverse modules.

• Track record in managing multi-location teams and offshore/onshore delivery models.

• Demonstrated success in driving continuous improvement initiatives and leveraging automation in AMS environments.

• Proven ability to ensure compliance with SLAs, KPIs, and contractual obligations.

• Excellent stakeholder management skills with a focus on client satisfaction and service excellence.

• Strong analytical and problem-solving skills to address root causes and implement corrective actions effectively.