SAP Service Delivery Manager

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, hyperscalers, 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.