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SAP AMS Delivery Director

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Job Description - SAP AMS Delivery Director

SAP - AMS Delivery Director

Location: Preferably Hyderabad

We are looking for an experienced SAP AMS
Delivery Director
to lead end -to -end service delivery across clients. This
includes service delivery governance, resource optimization, incident and
problem management, smooth operation of SAP applications and ensuring customer
satisfaction and continuous improvement. This role requires a strong background.
In SAP support models, stakeholder management, and continuous service
improvement. The candidate will manage AMS teams, drive SLAs/KPIs, and ensure
high -quality service delivery to clients. This is a full -time opportunity.
Contractors, please do not apply.

Key Responsibilities

  • Lead
    and manage SAP AMS (Application Management Services) operations
    across all AMS contracts.

  • Oversee incident, problem, and change management processes to ensure timely
    resolution and SLA compliance.

  • Serve
    as the primary point of contact for business and client stakeholders
    for AMS -related issues.

  • Handle escalations and ensure quick root -cause analysis
  • Conduct
    regular service review meetings and governance calls.

  • Monitor
    and track service delivery performance, ensuring adherence to
    defined SLAs, KPIs, and governance standards.

  • Coordinate
    with onshore/offshore teams, plan and optimize resource utilization
    across multiple clients to ensure effective utilization and support contractual
    coverage.

  • Coach
    and mentor team leads and consultants for performance and growth.

  • Drive Automation & service improvement initiatives, root cause
    analysis, and proactive problem prevention.

  • Support
    financial management of AMS contracts, including tracking effort, costs, profitability
    and renewals.

  • Ensure
    compliance with ITIL processes and best practices for SAP AMS
    delivery.

  • Ensure
    compliance with company policies, security and audit requirements.

  • Collaborate
    with project teams during roll -outs, upgrades, and transition to steady -state
    support.

  • Prepare
    and deliver regular status reports, dashboards, and executive updates on service performance.

Required Qualifications

  • 15+
    years of SAP experience
    with at least 5+ years in
    AMS/Service Delivery Management
    .

  • Strong
    Understanding of SAP ecosystem (ECC, S/4HANA, Integrations)

  • Strong
    knowledge of SAP incident, problem, and change management processes.

  • Hands -on
    experience with ticketing tools (e.g., ServiceNow, Remedy, Solution
    Manager, Jira).

  • Proven
    track record in managing onshore/offshore support models.

  • Strong
    communication, leadership, and stakeholder management skills.

  • Familiarity
    with ITIL framework and best practices in AMS delivery.

  • Certified
    ITIL or PMP preferred



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