SAP Service Delivery Manager

cbs Malaysia and India is the subsidiary of cbs, a leading international consultancy headquartered in Heidelberg, Germany. We deliver high-end quality consulting and technology services to large industrial corporations that run SAP. Currently we are looking for **SAP Service Delivery Manager - AMS** to join as part of our team.

**Position**:SAP Service Delivery Manager - AMS

**Location**:KL Sentral, Malaysia

**Module**: SAP SDM (Strong understanding of SAP functional and technical modules (e.g., SAP ECC, S/4HANA, FICO, SD, MM, etc.)

**Job Overview**:
The SAP AMS Service Delivery Manager is responsible for overseeing and managing the successful delivery of SAP Application Management Services to clients. This role involves maintaining service quality, ensuring SLA compliance, and driving continuous improvements to support client operations and business objectives. The Service Delivery Manager will work closely with customers, internal teams, and stakeholders to ensure the seamless delivery of support and services for SAP environments.

**Key Responsibilities**:
**1. Service Delivery & Quality Management**
Oversee the delivery of SAP AMS by ensuring alignment with customer requirements, maintaining service quality and availability in adherence to SLAs and KPIs, managing day-to-day operations for system reliability, collaborating with technical teams to promptly resolve issues, and potentially integrating ITIL processes to streamline incident, problem, and change management.

**2. Client Relationship Management**

Serve as the primary point of contact for clients regarding SAP AMS services, building and maintaining strong relationships through regular performance reviews, feedback collection, issue resolution, and conducting periodic service reviews, while coordinating on-site visits and stakeholder meetings to strengthen client partnerships.

**3. Continuous Improvement & Optimization**

Proactively identify opportunities for system improvements and enhancements to optimize client business operations, recommend and implement best practices to improve service delivery, reduce costs, enhance efficiency, and drive automation and process improvements to streamline AMS support processes.

**4. Resource Management**

Coordinate with resource managers to ensure appropriate staffing, skill sets, and resource allocation for each client, while monitoring and managing team performance, providing guidance, and implementing performance metrics to track productivity and success

**Qualifications**:
**Essential**:

- Bachelor’s degree in information technology, Computer Science, Business, or a related field.
- 7+ years of experience in SAP Application Management Services (AMS) or SAP Service Delivery.
- Strong understanding of SAP functional and technical modules (e.g., SAP ECC, S/4HANA, FICO, SD, MM, etc.).
- Proven experience in managing SLAs and driving customer satisfaction.
- Excellent problem-solving, communication, and leadership skills.

**Preferred**:

- ITIL certification or experience in ITIL-based service management.
- Experience with SAP Solution Manager or other service management tools.
- PMP or other project management certifications.
- Familiarity with cloud-based SAP solutions (e.g., SAP Cloud Platform).

**Key Competencies**:

- Client-Centric Mindset: Ability to build trust and ensure client satisfaction.
- Analytical Thinking: Strong data analysis skills to monitor performance trends and suggest improvements.
- Leadership: Proven ability to lead teams and manage resources effectively.
- Communication: Excellent verbal and written communication skills for engaging with clients and internal teams.
- Adaptability: Ability to work in a fast-paced environment and manage multiple priorities.

**WE: That's us**
- A great team of passionate consultants
- Strong personalities that are fair, open, and respectful to each other
- Attractive and competitive salary and package
- A company that continuously spends more than 6% of its revenue in the education of its employees

**Interested in sharing the ONE passion?