ERP Service Delivery Manager

Aptiv•Troy, MI

13d

About The Position

We are seeking an experienced Enterprise Resource Planning (ERP) Service Delivery Manager to join our team. The ERP / SAP Services Delivery Manager will lead the end-to-end delivery and operations of ERP Application Management Services (AMS) for global operational clients. This includes managing steady-state operations, driving service improvement initiatives, handling client relationships, and ensuring adherence to SLAs and KPIs. The ideal candidate will possess strong delivery governance, team leadership, client management, and transformation experience across ERP including SAP and QAD application environments.

Requirements

Minimum of ten years of experience in SAP Services with at least three yrs in a Service Delivery Manager role
Strong knowledge of SAP ERP (ECC or S/4HANA), and familiarity with key modules like FICO, OTC, PTP, DTS, Middleware, EDI, BASIS & Security
Experience in managing large SAP AMS engagements across multi-country landscapes
Proficiency in Information Technology Infrastructure Library (ITIL) processes and tools for service management
Strong problem-solving, escalation management, and stakeholder engagement skills
Excellent communication, leadership, and presentation abilities especially in executive-level reporting and stakeholder engagement

Nice To Haves

Experience in Rollouts, Mergers and Acquisitions, Divestiture and Implementation will be an added advantage
Strong background in the automotive, high tech or related industries is preferred

Responsibilities

Manage the delivery of SAP AMS including Incident, Problem, Change, Service Request, and Release Management across SAP Landscape
Ensure high service availability and performance, with adherence to defined SLAs
Lead root cause analysis (RCA) and drive permanent resolution for recurring issues
Manage transition and steady-state support phases for new or expanding engagements
Act as the primary point of contact for Business/Client stakeholders and Service Delivery partners, managing expectations and ensuring satisfaction
Participate in regular governance meetings, provide reporting, insights, and continuous improvement updates
Build trusted advisor relationships between IT and business leaders
Identify automation, innovation, and shift-left opportunities to enhance delivery efficiency
Support the adoption of tools such as SAP Solution Manager, ChaRM, Focused Build, and AI/ML-based ticket resolution
Drive service transformation initiatives aligned with DevOps, ITILv4, and agile delivery models
Manage MSA Partner and support analysts across onshore/offshore models
Drive knowledge management, skill enhancement, and competency development within the team
Support resource planning, onboarding, and performance management
Ensure compliance with contract terms, scope, and service levels