The SAP Service Delivery Manager should be comfortable working across both business and technical teams and have the leadership skills to manage delivery through steady-state operations.
Job Responsibilities:
- Lead day-to-day SAP AMS operations, ensuring SLA/KPI performance, service quality, and client satisfaction across functional and technical teams
- Oversee SAP application enhancement delivery, from requirements and planning through testing, production, and post-go-live support
- Lead SAP transition and knowledge-transfer activities, including planning, readiness, risk management, and the move from hypercare to steady-state AMS
- Serve as the primary operational contact for client business and IT stakeholders, managing escalations and providing clear communication on service performance, risks, and delivery progress
- Lead and engage with SAP functional and technical teams, ensuring effective collaboration across onshore/offshore locations, resource alignment, knowledge retention, and continuous skill development
- Drive continuous improvement across SAP AMS, reducing recurring incidents, improving productivity, and simplifying support processes through root-cause analysis and an effective operating model
Requirements
- 10+ years of experience supporting large SAP application development, implementation, and support in pharmaceutical, life sciences, or other regulated environments, with an understanding of GxP, validation, compliance, and documentation requirements
- SAP Business & Techno-Functional Expertise: Strong knowledge of SAP processes across manufacturing, supply chain, procurement, quality, warehouse, and finance, with the ability to work across functional, development, integration, Basis, and security teams
- Strong understanding of IT service management, including incident, problem, change, release, and SLA management and ability to translate business requirements into practical SAP solutions while balancing regulatory, technical, and operational needs
- Strong client-facing and stakeholder-management experience
- Experience managing onshore/offshore or geographically distributed teams
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