Associate Principal Engineer - SAP Service Delivery Manager

Nagarro is a Digital Product Engineering company that is scaling in a big way. They are seeking an SAP Service Delivery Manager to oversee daily SAP AMS operations, lead support teams, and ensure adherence to SLAs while managing vendor relationships.

Responsibilities:

• Oversee daily SAP AMS operations, including incident, problem, change, and release management
• Lead and mentor SAP support teams, including internal staff and outsourced vendors
• Act as the primary liaison between business stakeholders, clients, and technical teams
• Ensure strict adherence to SLAs (Service Level Agreements), ITIL processes, and internal governance frameworks
• Identify and implement continuous improvement initiatives for SAP support and service delivery
• Manage vendor relationships, contracts, and service performance for outsourced SAP support
• Handle escalations, resolve complex issues, and manage transitions of projects to AMS support
• Maintain and develop processes, procedures, documentation, and enforce best practices for SAP system maintenance and support
• Assist in onboarding and growing AMS accounts, with a focus on retaining clients and managing profitability

Requirements:

• Strong background (5- 8+ years) as a Service Delivery Manager or Service Manager in SAP AMS environments
• Extensive hands-on functional or technical SAP consulting experience from one of the modules (FI, CO, SD, MM, PP, ABAP/technical)
• Proficiency in incident, change, and problem management processes; ability to manage service delivery metrics and reporting
• Experience managing both onshore and offshore cross-cultural teams
• Ability to analyze service performance data, interpret trends, and recommend solutions
• ITIL certification or experience working in ITIL-governed environments is preferred
• Excellent stakeholder management, communication, leadership, and problem-solving skills
• Broad knowledge of SAP integration and infrastructure, including cloud deployment and agile methodologies
• Overall 10+ years of experience with minimum 5- 8+ years as a Service Delivery Manager or Service Manager in SAP AMS environments
• ITIL (Expert)
• SAP Solution Manager ITSM (Capable)
• IT Service Management with Atlassian Solutions
• SAP Solution Manager ALM (Basic)
• SAP Activate Methodology (Capable)
• SAP ALM (Capable)
• Certification in IT or SAP
• Good understanding of SAP Private and Public cloud solutions including SAP BTP administration and services