Service Delivery Manager – AMS Support Utilities (m/f/d) ID26833-8

Service Delivery Manager – AMS Support Utilities (m/f/d) ID26833-8

Job Summary: We are looking for a skilled and customer-focused Service Delivery Manager (SDM) to lead the support operations for SAP and non‑SAP Utilities systems, leveraging a hybrid onsite/offshore delivery model. The SDM will be responsible for managing daily operations, ensuring service quality and SLA compliance, and coordinating between client stakeholders and global delivery teams. This role requires strong leadership, communication skills, an IT background, and experience in managing distributed teams across geographies.

Key Responsibilities

• Manage end‑to‑end delivery of SAP Utilities support services across onsite and offshore teams.
• Ensure consistent service quality and performance aligned with SLAs and KPIs.
• Oversee incident, problem, change, and release management processes.
• Manage small projects and changes of IT technical implementations (energy industry), including quality assurance, testing activities, and go‑live planning.

Client & Stakeholder Management

• Serve as the primary point of contact for client stakeholders.
• Conduct regular service reviews, performance reporting, and escalation handling.
• Build strong relationships with business and IT teams to understand evolving needs.
• Lead and coordinate cross‑functional teams located onsite and offshore, ensuring effective communication, task distribution, and collaboration across time zones.

Governance & Compliance

• Ensure adherence to contractual obligations, internal policies, and regulatory requirements.
• Maintain documentation and audit readiness across delivery locations.
• Identify and implement process improvements and automation opportunities.
• Monitor service trends and proactively address recurring issues.
• Drive innovation and efficiency in service delivery.

Required Qualifications

• Bachelor’s degree in IT, Business, or related field.
• 5+ years of experience in SAP service delivery, preferably in the Utilities Industry.
• Experience managing support projects in a global delivery model.
• Understanding of ITIL processes and service management tools, e.g., Jira, ServiceNow.
• Excellent communication, leadership, and stakeholder management skills.
• German language skills.
• English language skills.

Preferred Skills

• Knowledge in SAP IS‑U and its modules.
• Experience with S/4HANA and cloud‑hosted SAP environments.
• Familiarity with utility industry processes (metering, billing, customer service).
• Experience working with offshore teams in regions such as Vietnam, India, or Eastern Europe.