Position- SAP FICA
Location- WALTHAM, MA
rate- $60/hr
Job descriptions:
Position Summary
The Service Delivery Manager (SDM) will oversee the delivery of Application Management Services (AMS) for SAP systems, ensuring high-quality support, compliance, and continuous improvement for a Retail customer. This role acts as the primary point of contact for clients, managing service performance, team coordination, and stakeholder communication.
Key Responsibilities
• Service Governance: Ensure adherence to SLAs, KPIs, and contractual obligations for AMS delivery.
• Incident & Problem Management: Oversee resolution of critical incidents (P1/P2), root cause analysis, and preventive measures.
• Change & Release Management: Coordinate approved changes, ensuring proper documentation, testing, and deployment.
• Stakeholder Management: Act as the client-facing lead for escalations, status reporting, and service reviews.
• Team Leadership: Manage AMS support teams across SAP modules (FICO, MM, SD, etc.), ensuring resource allocation and skill development.
• Continuous Improvement: Identify opportunities for automation, process optimization, and cost efficiency.
• Compliance & Audit: Ensure adherence to SOX, security, and audit guidelines.
• Financial Management: Monitor budgets, forecasts, and cost optimization for AMS operations.
Required Qualifications
• Experience: 10+ years in SAP AMS delivery, with at least 3–5 years in a managerial role.
• Expertise: Strong understanding of SAP landscapes (ECC, S/4HANA), AMS processes, and ITIL framework.
• Leadership: Proven ability to manage large teams and global delivery models.
• Communication: Excellent client-facing and stakeholder management skills.
• Tools: Familiarity with ITSM tools (ServiceNow etc.) and reporting dashboards.
Preferred Skills
• Exposure to S/4HANA migration and AMS transition projects.
• Knowledge of automation tools for SAP / Joule.
• Experience in multi-vendor governance and offshore/onshore delivery models.
• Project exposure with a Retail Customer would be an added advantage.
Work Environment
• Shift: May require rotational shifts for global support.
• Engagement: Long-term AMS support with occasional minor projects.
• Availability : Must be ready to support & represent for Critical Incidents like P1 & P2.
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