Job Title: SAP Service Delivery Manager
Location: Chicago, IL
Travel: 3 Days/week onsite
Type: Full-Time Direct Hire W2
Job Description
We are seeking an experienced SAP Service Delivery Manager (SDM) to lead a strategic SAP AMS engagement for a large enterprise client. The client is undergoing continuous rollouts of SAP across multiple plants, and this role is central to transitioning AMS work, stabilizing operations, and driving service excellence, innovation, and value-added delivery.
Key Responsibilities
Service Delivery & Transition
- Lead the transition of SAP AMS scope, ensuring knowledge acquisition, steady-state readiness, and minimal disruption to business operations.
- Own end-to-end AMS service delivery, ensuring all contractual SLAs and KPIs are consistently met or exceeded.
- Drive high levels of end-user satisfaction through proactive communication, responsiveness, and quality of resolution.
- Support the client's continuous rollout program across multiple plants, ensuring AMS readiness (hypercare planning, cutover support, and post-go-live stabilization) for each rollout wave.
Required Qualifications
- 15+ years of overall IT experience, with 5+ years in SAP AMS service delivery or engagement management roles.
- Proven experience managing SAP AMS engagements with distributed (onsite/offshore) delivery models.
- Strong understanding of SAP landscapes (ECC and/or S/4HANA) across functional and technical areas; hands-on background in one or more SAP modules preferred.
- Demonstrated experience in AMS transitions — knowledge transfer, shadow/reverse-shadow, and steady-state operations.
- Solid command of ITIL processes — incident, problem, change, and release management; ITIL certification preferred.
- Track record of leading major incident management and executive-level communication under pressure.
- Experience supporting SAP rollouts / deployments across multiple plants or sites, including hypercare support.
- Strong people management skills with direct experience managing onsite teams and collaborating with offshore PMs/teams.
- Excellent stakeholder management, communication, and presentation skills.
- Experience with ITSM tools and SLA/KPI reporting.
Preferred Qualifications
- Experience in manufacturing, distribution, or supply-chain-intensive industry environments.
- Exposure to S/4HANA transformation or rollout programs.
- Experience delivering automation/AI-driven service improvements in AMS engagements.
- PMP, ITIL Expert, or SAP certifications.
