SAP Service Delivery Manager Job at Apptad Inc, Atlanta, GA

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  • Apptad Inc
  • Atlanta, GA

Job Description

Job Title: SAP Service Delivery Manager

Job Location: Atlanta, GA (Onsite from Day 1)

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.

Preferred Qualifications:

  • SAP Certifications (S/4HANA or Module-specific)
  • ITIL v4 Certification
  • PMP/Prince2 certification (added advantage)
  • Experience in cloud-based SAP deployments and integration landscapes

Job Tags

Shift work,

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