(Senior) SAP Service Delivery Manager

An international executive recruitment company, Elitez Group of Companies is hiring on behalf of a leading international consultancy for the position of (Senior) SAP SAP Service Delivery Manager - AMS in KL, Malaysia.

Responsibilities:

• Be responsible for overseeing and managing the successful delivery of SAP Application Management Services to clients. 
• Involve maintaining service quality, ensuring SLA compliance, and driving continuous improvements to support client operations and business objectives.
• Work closely with customers, internal teams, and stakeholders to ensure the seamless delivery of support and services for SAP environments.
• 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.
  
• 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.
• 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.
• 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.
  

Requirements:

• At least 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