SAP EWM Project Management

Role: SAP Service Delivery Manager (SDM) – AMS

Primary Skills: SAP Project Management, Service Delivery Management

Good to Have: SAP APO and/or SAP EWM background

Role Overview

The SAP SDM in an AMS environment is responsible for ensuring high‑quality, efficient, and customer‑centric delivery of SAP Application Managed Services. The role partners closely with customers, internal AMS teams, delivery leadership, and governance bodies to ensure service availability, SLA adherence, operational excellence, and continuous improvement.

Key Responsibilities

1️⃣ Service Delivery & Customer Management

• Support SAP customers in both functional and technical needs, ensuring continuous improvements and enhancement of business operations.
• Act as the primary interface between customer stakeholders and AMS teams for all service delivery topics, escalations, and governance.
• Ensure SLA adherence, service availability, and timely issue resolution through structured reporting and proactive communication.

2️⃣ Governance, Reporting & Reviews

• Drive governance forums including weekly reviews, monthly KPI/Trend analysis, and Quarterly Business Reviews (QBRs).
• Present dashboards, service insights, and improvement plans to reduce ticket volume and optimize operations.
• Oversee structured processes around incident, problem, change, and release management, ensuring compliance with ITIL-driven AMS frameworks.
• (Similar practices reflected in AMS service reviews from internal AMS overview docs.)

3️⃣ Operational Excellence

• Manage delivery performance across L1–L3 SAP support layers and cross-functional teams, ensuring seamless operations (aligned with AMS operating model guidelines in internal AMS documentation).
• Collaborate with technical leads, CoEs, and domain experts to improve productivity, automation, and stability of SAP systems.
• Identify opportunities for automation, proactive monitoring, and preventive maintenance

4️⃣ Financial & Account Management

• Own financial targets for AMS accounts, focusing on margins, profitability, renewals, and account growth.
• Track and manage budgets, burn reports, resource utilization, and cost optimization initiatives.

5️⃣ Continuous Improvement & Transformation

• Drive initiatives to reduce repeat incidents, streamline processes, and enhance SAP landscape stability.
• Identify transformation opportunities such as automation, cloud enablement, GenAI adoption, and process optimization.
• Help translate customer challenges into solutions that lead to new service opportunities and business value creation.

Required Skills & Experience

✔ Core Skills

• Strong experience in SAP Project Management and AMS Service Delivery Management.
• Working knowledge of SAP modules; good to have exposure to SAP APO or SAP EWM functional domains.
• Deep understanding of ITIL processes

✔ Experience

• Experience in AMS delivery or SAP service management roles.
• Demonstrated experience managing large AMS accounts, preferably multi-regional, multi‑module SAP environments.
• Experience presenting dashboards, KPIs, QBRs, and managing customer escalations.

✔ Behavioral Competencies

• Strong stakeholder management and communication skills.
• Customer‑centric mindset with the ability to drive solution orientation and value delivery.
• Analytical thinking with a continuous improvement mindset.
• Ability to handle crises, escalations, and pressure situations with maturity.

🔹 Optional Add-ons (Based on internal AMS patterns)

• Exposure to smart operations, automation, or GenAI-based AMS accelerators is beneficial.
• Knowledge of cross-functional SAP modules and integrations.

Please note this is 1 + year fixed term contract