Senior Service Delivery Manager
5 days ago
Location:
Makati City (Hybrid, once a week onsite)
Schedule:
Dayshift
*
Candidates must be amenable to start ASAP
Job Overview:
We are seeking an experienced
SAP AMS Service Delivery Manager
(SDM) to lead and manage the delivery of SAP support and enhancement services for our enterprise clients. The SDM will serve as the primary point of contact between the client and internal delivery teams, ensuring that SLAs are met, service quality is maintained, and opportunities for improvement and value addition are consistently identified. This role demands a strong mix of
technical SAP knowledge
,
people and stakeholder management
, and
strategic delivery oversight
.
Key Qualifications:
- 10+ years
of total IT experience, with
5+ years
of specific experience in
SAP AMS Delivery
or
SAP Service Management
. - Proven experience in leading
SAP support projects
across multiple modules — preferably including
SAP ECC
,
S/4HANA
, or industry-specific solutions. - Experience managing
multi-location, cross-functional teams
, including offshore delivery models. - Strong understanding of
ITIL processes
, including
Incident, Problem, Change, and Service Request Management
. - Track record of achieving or exceeding
SLAs, KPIs, and customer satisfaction targets
. - Ability to manage
client relationships at senior levels
, including C-level stakeholders. - Excellent
communication
,
conflict resolution
, and
negotiation skills
. - Hands-on knowledge of
ticketing and service management tools
(e.g., ServiceNow, Remedy, SAP Solution Manager). - SAP certification(s) or ITIL certification preferred.
-
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