Service Delivery Manager - SAP AMS - Philippines
New
D
DyFlex SolutionsDigital Supply Chain
Philippines (Remote)Full-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- JiraServiceNow
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
Responsibilities
- 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
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