Service Delivery Manager – AMS

Role Overview

• Own the end-to-end delivery of SAP Application Management Services (AMS) across multiple customers
• Ensure adherence to contracted SLAs, KPIs, and service credits, with a strong focus on service quality and customer satisfaction
• Monitor and manage incident, service request, and problem queues to ensure timely and effective resolution
• Drive effective incident, problem, and change management practices in line with ITIL and DyFlex AMS standards
• Provide regular service reporting, dashboards, and trend analysis to internal and customer stakeholders
• Proactively manage service risks, escalations, and customer expectations
• Act as the primary service delivery escalation point for AMS customers
• Build strong, trusted relationships with customer IT and business stakeholders
• Lead service review meetings and facilitate continuous improvement discussions
• Partner with onshore DyFlex leaders to align service delivery with contractual, commercial, and strategic objectives
• Lead, mentor, and develop the Philippines-based AMS support team
• Ensure effective workload allocation, rostering, and on-call coverage
• Foster a high-performance, customer-centric, and collaborative team culture
• Support onboarding, training, and ongoing capability uplift across SAP modules
• Promote strong knowledge-sharing practices, high-quality documentation, and solution reuse
• Identify opportunities to improve service efficiency, quality, and automation
• Drive continuous improvement in ticket processes, documentation, and knowledge bases
• Support the transition of new customers or project work into steady-state AMS delivery
• Ensure service delivery aligns with SAP best practices and DyFlex delivery standards

Requirements

• Proven experience in a Service Delivery Manager, AMS Lead, or Support Manager role within SAP
• Strong understanding of SAP Application Management Services and ITIL-based delivery models
• Experience managing distributed or offshore SAP support teams
• Solid functional understanding of SAP landscapes (ECC and/or S/4HANA); module depth across MM, SD, FI/CO, PM, PP or similar is highly regarded
• Demonstrated experience managing tickets, SLAs, escalations, and customer reporting
• Strong leadership and people management capabilities
• Excellent communication skills with the ability to engage across technical and business audiences
• Experience with SAP support tools such as ServiceNow, Jira, SAP Solution Manager, or similar
• ITIL certification or formal service management training is advantageous
• A proactive, structured, and customer-focused mindset with strong ownership

Tech Stack

• ServiceNow

Benefits

• Flexible and supportive work environment including the ability to work from anywhere in Australia, New Zealand, or the Philippines
• Competitive remuneration and benefits including novated lease, birthday leave, salary packaging, wellbeing programme, additional purchased leave, and company-provided laptop
• Comprehensive SAP training and certifications