An SAP Service Delivery Manager manages the ongoing delivery of SAP support and application services, making sure incidents, requests, changes, service levels and supplier activity are properly controlled.

The role is commonly used across SAP S/4HANA, ECC, RISE with SAP, AMS and BAU environments where the business needs clear ownership of service performance, user satisfaction and operational reporting.

• Managing SAP BAU support, AMS or outsourced service delivery
• Improving incident, request, change and problem management
• Controlling SAP service levels, KPIs, governance and supplier performance
• Transitioning from SAP project delivery into stable support operations
• Strengthening communication between business users, IT teams and SAP partners

• Manage SAP service delivery across internal teams, vendors and support partners
• Monitor incidents, requests, problems, changes, SLAs and operational KPIs
• Run service reviews, governance meetings and supplier performance reporting
• Coordinate SAP application support across functional, technical and business teams
• Support transition from projects, releases and go-live activity into BAU support
• Identify service improvement opportunities across process, tooling and user experience
• Escalate priority issues clearly and keep stakeholders informed during service disruption

• SAP service delivery management experience
• Understanding of SAP S/4HANA, ECC, AMS and BAU support models
• Knowledge of ITSM practices, SLAs, KPIs and service governance
• Supplier, stakeholder and user management
• Incident, problem, change and escalation control
• Clear reporting across business and technical SAP teams