SAP Service Manager

Job Summary

We are seeking an experienced SAP Service Manager to oversee SAP application support, service delivery, incident management, and continuous improvement initiatives. The role is responsible for ensuring stable SAP operations, meeting SLA commitments, managing stakeholders, and driving service excellence across SAP landscapes.

Key Responsibilities

Service Delivery Management

Manage end-to-end SAP support services across modules such as SAP S/4HANA, ECC, FI/CO, MM, SD, PP, WM, and SuccessFactors.

Ensure compliance with agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Monitor system performance, availability, and service quality.

Incident & Problem Management

Lead resolution of critical incidents and major production issues.

Conduct root cause analysis and implement preventive actions.

Drive continuous service improvement initiatives.

Stakeholder Management

Act as the primary point of contact for business stakeholders.

Provide regular service reviews and performance reports.

Align SAP services with business objectives and priorities.

Vendor & Team Management

Manage AMS (Application Management Services) partners and third-party vendors.

Coordinate support teams across geographies.

Mentor and guide SAP functional and technical teams.

Change & Release Management

Govern SAP change requests and release cycles.

Ensure compliance with ITIL processes for change management.

Minimize business disruption during deployments.

Governance & Compliance

Drive ITIL best practices across incident, problem, and change management.

Support audit, security, and compliance requirements.

Ensure adherence to organizational policies and standards.

Required Qualifications

Bachelor's degree in Computer Science, Information Technology, Engineering, or related field.

8+ years of SAP experience with 3+ years in service delivery or service management.

Strong understanding of SAP landscapes and business processes.

Experience managing AMS engagements and support operations.

Knowledge of ITIL framework and service management practices.

Preferred Qualifications

• SAP certification (S/4HANA or functional modules).

• ITIL Foundation/Intermediate certification.

• Experience with ServiceNow, Jira, or similar ticketing tools.

• Exposure to cloud platforms (Azure, AWS, SAP BTP).

• Key Skills

• SAP Service Delivery

• Incident & Problem Management

• ITIL Processes

• Stakeholder Management

• Vendor Management

• SLA/KPI Reporting

• Change & Release Management

• Leadership and Communication

• Risk Management

• Continuous Improvement

• Success Metrics

• SLA adherence > 98%

• Reduced incident backlog

• Improved customer satisfaction scores

• Faster incident resolution times

• Successful delivery of SAP releases and enhancements