Position Overview
We are seeking an experienced SAP Delivery Manager to lead end-to-end service delivery across transformational SAP projects and Application Management Services (AMS). This senior role requires 12-15 years of experience in managing complex SAP implementations, practice management, and multi-geography account operations with full P&L accountability.
Key Responsibilities
Service Delivery Leadership
Oversee all business operations, people, and end-to-end service delivery processes to ensure consistent, high-quality service to clients
Manage cross-functional teams across multiple geographies and drive operational efficiency
Ensure SLA/KPI adherence and maintain strong client relationships throughout project lifecycle
Lead transformational SAP projects including Greenfield implementations, Brownfield upgrades, and hybrid scenarios
Practice & Account Management
Handle multiple client accounts across different geographies with full accountability for service delivery excellence
Drive SAP Practice management initiatives and standardization in operational models
Manage overall cost optimization while maintaining service quality and client satisfaction
Accountable for top-line growth and responsible for bottom-line profitability of assigned portfolio
Team Leadership & People Management
Lead and manage large cross-functional teams including SAP consultants, technical experts, and support staff
Drive employee retention initiatives and performance management across global delivery teams
Foster continuous learning and skill development to enhance service delivery capabilities
Implement automation and process improvement initiatives to drive operational efficiency
Client & Stakeholder Management
Serve as primary escalation point for critical issues and complex stakeholder management scenarios
Maintain executive-level relationships with C-suite clients and key decision makers
Conduct regular governance meetings and strategic planning sessions with internal and external stakeholders
Drive value realization discussions and ensure alignment with client business objectives
Operational Excellence & Reporting
Establish and maintain service delivery frameworks, quality standards, and best practices
Provide comprehensive internal and external reporting on delivery metrics, financial performance, and operational KPIs
Drive process improvement and simplification initiatives to enhance service delivery efficiency
Implement risk management strategies and proactive issue resolution mechanisms
Required Qualifications
Experience & Expertise
12-15 years of progressive experience in SAP delivery management and consulting
Proven track record in managing transformational SAP projects (Greenfield/Brownfield implementations)
Extensive experience in SAP AMS operations and support services management
Strong background in SAP Practice management and multi-account operations across geographies
Demonstrated P&L accountability and experience managing business portfolios
Technical & Functional Skills
Deep expertise in SAP ecosystem including S/4HANA, ECC, and cloud solutions
Comprehensive understanding of SAP modules: FI/CO, MM, SD, PP, QM, PM, HR
Experience with SAP implementation methodologies and AMS service delivery frameworks
Strong knowledge of SLA/KPI management and operational excellence practices
Leadership & Management
Proven ability to lead large, diverse teams across multiple geographies
Strong business acumen with experience in client relationship management and stakeholder engagement
Excellent escalation management and conflict resolution skills
Experience in employee retention, performance management, and organizational development
Education & Certifications
Bachelor's degree in Engineering, Computer Science, IT, or related field
SAP certification in relevant modules (mandatory)
Project Management Professional (PMP) or equivalent certification
ITIL Foundation certification preferred
Key Performance Indicators
Service delivery excellence metrics and SLA compliance
Client satisfaction scores and retention rates
Portfolio profitability and revenue growth targets
Team utilization, productivity, and employee retention rates
Operational efficiency improvements and cost optimization achievements
Escalation resolution effectiveness and stakeholder satisfaction
Core Competencies
Service delivery leadership and operational excellence
Multi-geography account management and client relationship building
P&L management and business portfolio accountability
Process improvement, automation, and operational standardization
Team leadership, people management, and organizational development
Risk management, escalation handling, and stakeholder communication
Location & Travel
This position offers flexible work arrangements with travel requirements up to 25-30% for client engagements and global team collaboration.