Senior Service Delivery Manager

Job Description: Service Delivery Manager (SDM) – SAP AMS

Role: Service Delivery Manager (SDM) – SAP Application Management Services (AMS)

Location: Germany/Benelux / NL/ Nordics

Experience Level: Senior Manager / Manager level

Role Summar

yWe are looking for an experienced Service Delivery Manager to lead SAP AMS engagements for strategic customers. The role will ensure reliable service delivery across SAP, S/4HANA and adjacent enterprise systems, while managing stakeholders, resolving escalations, driving service improvement, and identifying opportunities for account growth

.
Key Responsibiliti

• esOwn end-to-end SAP AMS service delivery across incidents, requests, problems, changes, releases, and continuous improvemen
• t.Ensure delivery against agreed SLAs, KPIs, governance standards, contractual commitments, and client expectation
• s.Act as the primary delivery interface for client stakeholders, account teams, solution teams, and onsite/offshore delivery team
• s.Lead service governance forums and provide clear reporting on service performance, risks, issues, and improvement action
• s.Manage escalations proactively through timely communication, root cause analysis, and preventive action plannin
• g.Drive service stability, automation, productivity improvement, and value creation across the AMS landscap
• e.Support deal shaping, transition planning, renewals, service expansion, and identification of new business opportunitie

s.
Required Experie

• nceStrong experience in SAP AMS / managed services delivery, preferably in global or multi-country environmen
• ts.Good understanding of SAP ECC and SAP S/4HANA landscapes across key business processes such as Finance, Procurement, Sales, Manufacturing, Supply Chain, Logistics, and Master Da
• ta.Exposure to adjacent systems such as SAP BTP, Ariba, SuccessFactors, Concur, EWM, TM, IBP, SAC, BW/4HANA, middleware, cloud platforms, and reporting solutio
• ns.Working knowledge of ITIL processes, including incident, problem, change, release, request fulfilment, service level management, and continual service improveme
• nt.Proven experience in stakeholder management, service governance, escalation handling, team leadership, and commercial delivery manageme

nt.
Key Skills and Competen

• ciesExcellent stakeholder management and executive communication ski
• lls.Strong escalation management with a structured, calm, and outcome-focused appro
• ach.Commercial awareness and ability to identify service expansion, automation, and transformation-led growth opportunit
• ies.Strong governance discipline across actions, risks, issues, dependencies, service metrics, and improvement pl
• ans.Ability to lead diverse onsite/offshore teams and build a responsive, customer-focused service cult

ure.
Desirable Qualifications and Certifica

• tionsITIL certification prefe
• rred.PMP, PRINCE2, Agile, Scrum, or equivalent delivery certification desir
• able.SAP S/4HANA exposure or certification prefe
• rred.Experience with ServiceNow, Jira, Azure DevOps, Solution Manager, or SAP Cloud ALM desir