SAP AMS - Service Delivery Manager

syntax•Montreal, QC

3d•Hybrid

About The Position

Syntax is seeking a SAP AMS - Service Delivery Manager to oversee the successful delivery of Application Management Services across SAP environments. This role is responsible for ensuring operational excellence, client satisfaction, and strong governance throughout the service lifecycle. The ideal candidate will manage service performance, coordinate cross-functional teams, and serve as a trusted partner to clients, helping drive stability, continuous improvement, and value realization across SAP support operations.

Requirements

Proven experience in SAP Application Management Services or SAP service delivery management.
Strong understanding of SAP support operations, including incident, problem, change, and request management.
Demonstrated ability to manage client relationships and communicate effectively with business and technical stakeholders.
Experience leading service governance, operational reporting, and SLA/KPI management.
Ability to coordinate across multiple teams and manage priorities in a fast-paced delivery environment.
Strong problem-solving, organizational, and escalation management skills.
Experience working in a managed services, outsourcing, or shared services environment.
Ability to drive process discipline, service quality, and continuous improvement.
Strong written and verbal communication skills.
Ability to work effectively in a global, cross-functional environment.

Nice To Haves

Experience supporting complex SAP landscapes across multiple modules or platforms.
Familiarity with ITIL-based service management practices and governance frameworks.
Experience with transition management, service onboarding, or transformation programs.
Exposure to automation, reporting dashboards, or service optimization initiatives.
Ability to influence stakeholders and lead through collaboration rather than authority.
An appreciation for innovation, continuous improvement, and modern delivery approaches, including automation and AI-enabled services.

Responsibilities

Lead day-to-day delivery of SAP AMS services, ensuring adherence to service levels, operational processes, and client expectations.
Serve as the primary point of contact for clients regarding service performance, issue escalation, and continuous improvement initiatives.
Oversee incident, problem, change, and request management processes across SAP support environments.
Coordinate with technical, functional, and infrastructure teams to ensure timely resolution of issues and effective service delivery.
Monitor and report on KPIs, SLAs, and service quality metrics, identifying trends and actions for improvement.
Manage governance routines, service reviews, and stakeholder communications with clarity and consistency.
Support transition, onboarding, and stabilization activities for new clients or expanded service scopes.
Partner with internal teams to identify and implement service improvements, automation opportunities, and delivery efficiencies.
Ensure accurate documentation, process adherence, and knowledge management across service operations.
Contribute to risk management, escalation handling, and issue resolution planning as needed.
Foster a collaborative, accountable, and customer-focused delivery culture.