SAP AMS Service Delivery Manager

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia JonDavidson Full time 80,000 - 120,000 per year
SAP AMS SERVICE DELIVERY MANAGER

(Malaysia)

KEY RESPONSIBILITIES:
  • Service Coordination: Oversee daily AMS service delivery, focusing on service coordination, incident
handling, and ensuring smooth business operations in alignment with service management practices.
  • Incident & Request Management:
    • Log, track, and manage incidents and service requests using ITSM tools.
    • Perform initial analysis and escalate technical issues as needed.
    • Ensure incidents are resolved within agreed SLAs and documented appropriately.
  • Coordination & Communication:
    • Act as a liaison between client stakeholders, internal IT teams, and delivery teams.
    • Communicate service updates, incident statuses, and planned changes clearly and professionally.
    • Participate in regular service review meetings and contribute to improvement discussions.
  • Compliance & Documentation:
    • Maintain accurate documentation of operational procedures, incidents, and changes.
    • Support audit and reporting activities by providing necessary records and insights.
  • Continuous Service Improvement:
    • Identify recurring issues and propose process or system improvements.
    • Support testing and validation of changes and enhancements.
    • Contribute to knowledge base and training materials for end users and support teams.
  • Team Management: Manage AMS consultants, ensuring team members achieve performance KPIs and deliver high-quality customer service.
Requirements
  • Bachelor's degree in Information Technology, Business, or related field.
  • 3–5 years of experience in IT support or SAP AMS roles, preferably in a managed services or outsourced environment.
  • Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira, Remedy).
  • Basic understanding of SAP systems (S/4HANA, SAP B1) and related business processes.
  • Strong coordination, communication, and problem-solving skills.
  • Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.
  • Diplomatic but assertive in conflict resolution and problem solving, balancing the needs of individuals, clients, and the organization.
  • Fluent in English proficiency is a plus.
  • Stable career history: yearly job changes are not acceptable.
If this role sparks your interest, feel free to reach out to Kevin Chong ) for more details.

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