SAP AMS Service Delivery Manager (contract)

Responsibilities

• Lead SAP production support activities across functional and technical workstreams.
• Apply SAP functional knowledge of ATR, STP, O2C modules (required) with knowledge in GTS, TM (good to have).
• Manage incidents, service requests, defects, and enhancement delivery in accordance with agreed service levels.
• Act as the primary escalation point for critical production issues and business disruptions.
• Facilitate weekly operational reviews and service status meetings with client stakeholders.
• Monitor ticket queues, backlog, delivery metrics, and team capacity to ensure timely resolution of work.
• Coordinate cross-functional teams including SAP functional, integration, security, ABAP, and Basis resources.
• Provide regular service performance reporting, risk assessments, and executive-level updates.
• Support change, release, and deployment activities while minimizing business disruption.
• Drive continuous improvement initiatives focused on operational efficiency, service quality, and client satisfaction.
• Maintain knowledge management assets, support documentation, and standard operating procedures.
• Partner with Client Success Managers and Delivery Leadership to align service delivery with business objectives.

Qualifications

• Minimum 8+ years of SAP support or delivery experience.
• Strong understanding of SAP production support and incident management processes.
• Experience leading cross-functional SAP support teams.
• Excellent stakeholder management and executive communication skills.
• Experience working in managed services environments preferred.
• Knowledge of ServiceNow or similar ITSM platforms.
• PMP, SAP certifications, or ITIL certifications preferred.
• Bachelor's degree from an accredited college or university or 8+ years of relevant work experience.
• Minimum of a high school diploma or GED is required.

Pay

• 50 - 70 USD hourly