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