Work Mode : Hybrid (5 days office)

Shift : 11 AM - 8 PM (flexibility required for business-critical support / 24x7 environment)

Job Description :

We are looking for an experienced SAP Service Manager to lead end-to-end SAP Application Management Services (AMS) and service delivery.

The ideal candidate will have strong experience in SAP application support, ITIL-based service management, client relationship management, and SLA governance.

Important : This is a business-facing service delivery role, not an SAP implementation or project management role.

Key Responsibilities :

- Manage end-to-end SAP application service delivery across multiple modules, including Finance, Order-to-Cash (OTC), and Supply Chain.

- Act as the primary point of contact for clients regarding service delivery, SLAs, escalations, and operational performance.

- Drive incident, problem, and change management processes to ensure timely resolution and service stability.

- Monitor ticket volumes, service metrics, KPIs, and SLA compliance.

- Lead critical incident management and coordinate with technical teams for quick resolution.

- Manage application support delivery for assigned clients or regions.

- Conduct service reviews and communicate operational performance to stakeholders.

- Identify service improvement opportunities and drive continuous improvement initiatives.

- Ensure effective utilisation of ServiceNow or similar ITSM tools.

- Coordinate with cross-functional teams to maintain service quality and operational efficiency.

Required Skills & Experience :

- 10 - 12 years of overall IT experience.

- 3 - 5 years of experience in SAP Service Management / AMS.

- Strong experience in SAP application support and service delivery.

- Hands-on exposure to Incident, Change, and Problem Management.

- Experience in SLA/KPI tracking, reporting, and governance.

- Strong client-facing and stakeholder management experience.

- Experience with ServiceNow or similar ticketing / ITSM tools.

- Understanding of SAP business processes across Finance, OTC, and Supply Chain.

- Strong knowledge of SAP system architecture and infrastructure.

- Excellent communication, analytical, troubleshooting, and escalation management skills.

Preferred Qualifications :

- ITIL certification.

- Experience managing business-critical or 24x7 support environments.

- Exposure to SAP ECC and SAP S/4HANA landscapes.

- Experience coordinating with global support teams