Description :

- Lead the end-to-end service delivery of SAP AMS engagements, ensuring 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 to ensure smooth service operations.

- 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 account mining and value-added service proposals.

- Improve operational efficiency, optimize resources, and manage delivery budgets effectively.

- Take ownership of billing, pricing, and account strategy planning.

- Work closely with cross-functional teams to implement enhancements and support business transformation.

Required Skills :

- Proven experience as SAP Service Delivery Manager with at least 2+ years of recent hands-on SDM experience.

- Experience handling SAP AMS projects and leading multi-module SAP teams.

- Strong experience to SLA Management, Change Management, Incident Management, Change request, and ticketing systems.

- Familiarity with ticketing tools : Vantive, HPSM9, HPSM12, Remedy, ServiceNow, Jira.

- Experience in account growth, billing, pricing, and operational efficiency management.

- Experience in SAP S/4HANA in mandatory.

- Excellent communication, client management, and stakeholder engagement skills.

Preferred Profile :

- Candidates with strong delivery leadership in SAP Managed Services.

- Should have worked in a customer-facing delivery role, not limited to onshore support.