SAP Application Service Delivery Manager Job Description
Experienced Professional – Minimum 8 Years (MNC Customer Focus)
Position Overview
We are seeking an experienced SAP Application Service Delivery Manager with a proven track record of at least 8 years in managing SAP application services for multinational clients (MNCs).
The ideal candidate will possess deep expertise across SAP modules including, but not limited to, Financial Accounting (FI), Controlling (CO), Materials Management (MM), Sales and Distribution (SD), and Logistics (LO).
Familiarity with modern service management and collaboration tools such as ServiceNow, Jira, and ClickUp is essential.
Key Responsibilities
· Act as the primary point of contact for MNC customers regarding SAP application service delivery, ensuring high levels of customer satisfaction and operational excellence.
· Lead and coordinate service delivery teams to support, maintain, and enhance SAP application modules including FI, CO, MM, SD, LO, and others as required by customers.
· Develop, manage, and continuously improve service delivery processes in alignment with ITIL and industry best practices.
· Monitor and report on service level agreements (SLAs), key performance indicators (KPIs), and operational metrics to stakeholders and executive leadership.
· Facilitate and drive incident, problem, and change management activities using tools such as ServiceNow, Jira, and ClickUp.
Ensure proactive risk management by anticipating potential service disruptions and implementing preventive measures.
Regularly review and update disaster recovery and business continuity plans to safeguard critical SAP operations and data integrity.
· Collaborate with cross-functional teams, including business analysts, developers, infrastructure, and security, to ensure seamless integration and delivery of SAP services.
· Manage escalations, root cause analysis, and resolution of complex application issues, ensuring minimal business disruption.
· Identify opportunities for process optimization, automation, and innovation within the SAP landscape.
· Support transition and transformation initiatives, including migrations, upgrades, and new module implementations for MNC customers.
· Mentor and guide junior team members, fostering a culture of continuous learning and professional development.
Required Qualifications
· Bachelor’s or Master’s degree in Information Technology, Computer Science, Business Administration, or a related field.
· Minimum 8 years of experience in SAP application service delivery and management, with a strong focus on MNC customers.
· In-depth functional and technical knowledge of SAP FI, CO, MM, SD, LO modules; additional SAP module experience is a plus.
· Proven experience using service management and collaboration tools such as ServiceNow, Jira, and ClickUp.
· Strong understanding of ITIL processes, incident/problem/change management, and service delivery frameworks.
· Excellent communication, stakeholder management, and customer relationship skills, especially in a multi-cultural, global environment.
· Demonstrated ability to manage multiple priorities, lead teams, and deliver results under pressure.
· Analytical mindset with strong problem-solving and decision-making abilities.
Preferred Skills
· Project management certification (PMP, PRINCE2) or ITIL certification.
· Experience in managing SAP projects involving integrations with other enterprise systems.
· Familiarity with cloud-based SAP solutions (SAP S/4HANA, SAP Cloud Platform).
· Experience working in Agile or DevOps environments.
· Multi-language proficiency is a plus.
If you are a dynamic SAP professional with strong service delivery skills and a passion for driving customer success in a multinational environment, we invite you to apply for this exciting opportunity.
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