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Sr. SAP Service Delivery Manager

Stefanini, Inc

Midland or Metro Detroit, MI(remote)

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JOB DETAILS
SKILLS
ActionScript, Automation, Best Practices, Business Operations, Change Management, Communication Skills, Continuous Improvement, Cost Control, Cross-Functional, Customer Relationship Management (CRM), Customer Satisfaction, Customer Support/Service, Delivery Management, ITIL (IT Infrastructure Library), Incident Management, Leadership, Maintain Compliance, Maintenance Services, Manufacturing, Manufacturing Operations, Mentoring, Offshoring, Performance Management, Performance Metrics, Process Modeling, Risk Management, SAP, SAP Administration, SAP MM, Service Delivery, Service Level Agreement (SLA), Team Lead/Manager, Technical Delivery, Time Management, Up-Selling
LOCATION
Midland or Metro Detroit, MI
POSTED
3 days ago
Senior SAP Service Delivery Manager – Client Strategy & AMS Leadership
Overview
We are seeking a highly experienced Senior SAP Service Delivery Manager who will act as both a strategic advisor to clients and a delivery leader, owning the end-to-end success of SAP Application Management Services (AMS) engagements.
This role goes beyond traditional service delivery oversight—it requires a leader who can shape client strategy, proactively identify business opportunities, and orchestrate cross-functional teams to deliver measurable business outcomes.
The ideal candidate will bring deep expertise in SAP (MM, WM, PP), a strong understanding of manufacturing operations, and the ability to translate client objectives into actionable delivery plans, optimized support models, and continuous improvement initiatives.
Key Responsibilities
Client Strategy & Value Realization
  • Act as the trusted advisor and primary point of accountability for client success across SAP AMS engagements.
  • Understand client business goals, operational challenges, and transformation priorities, translating them into a clear SAP support and enhancement strategy.
  • Proactively identify opportunities for optimization, automation, and cost reduction, aligning AMS delivery with business value.
  • Drive regular executive-level governance, including service reviews, roadmap discussions, and performance alignment.
End-to-End Service Delivery Ownership
  • Own the full lifecycle of SAP delivery, ensuring consistent alignment with SLAs, KPIs, and business expectations.
  • Lead coordination between onshore, offshore & nearshore teams, ensuring seamless execution and accountability across all layers.
  • Ensure delivery is not only compliant, but also continuously evolving to meet changing client needs.
Team Leadership & Execution Excellence
  • Lead and mentor multidisciplinary SAP teams, fostering a culture of ownership, responsiveness, and continuous improvement.
  • Ensure teams clearly understand client priorities and are equipped to deliver high-quality, business-aligned solutions.
  • Drive accountability across teams for timely resolution of incidents, enhancements, and service requests.


Operational Excellence & Continuous Improvement
  • Establish and continuously refine service delivery frameworks, processes, and governance models to improve efficiency and client satisfaction.
  • Use data-driven insights (ticket trends, SLA performance, recurring issues) to drive root cause elimination and proactive improvements.
  • Implement and promote best practices aligned with ITIL and service management standards.
Incident, Change & Risk Management
  • Oversee incident and problem management, ensuring rapid resolution and minimizing business impact.
  • Govern the change management process, ensuring rigorous testing, communication, and minimal disruption.
  • Identify and mitigate delivery risks, ensuring compliance with internal policies and client requirements.
Collaboration & Stakeholder Alignment
  • Work closely with project managers, architects, and client stakeholders to align ongoing services with broader transformation initiatives.
  • Bridge the gap between business expectations and technical delivery, ensuring clarity and alignment at all levels.
  • Support client growth by enabling upsell opportunities and expanded service scope driven by trust and performance.
Qualifications
  • 8+ years of experience in SAP service delivery or AMS leadership roles, preferably in manufacturing environments.
  • Strong functional expertise in SAP modules such as MM, FICO, PP.
  • Demonstrated experience managing client relationships at both operational and executive levels.
  • Proven ability to lead distributed teams (onshore/offshore/nearshore) and deliver complex services.
  • Strong understanding of ITIL frameworks, service governance, and performance management.
  • Excellent communication, leadership, and stakeholder management skills.
  • Ability to balance strategic thinking with hands-on execution in a fast-paced environment.
What Differentiates This Role
  • Direct ownership of client strategy and satisfaction, not just service execution.
  • Strong focus on business outcomes, not only SLAs.
  • Leadership role that bridges commercial, operational, and technical dimensions.

 
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About the Company

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Stefanini, Inc

Stefanini is a global IT services company with over 24,000 employees across 77 offices in 40 countries across the Americas, Europe, Africa, Australia, and Asia. Since 1987, Stefanini has been providing offshore, onshore and nearshore IT services, including application development and outsourcing services, IT infrastructure outsourcing (help desk support and desktop services), systems integration, consulting and strategic staffing to Fortune 1000 enterprises around the world.

With a base of over 500 active clients, including more than 300 multinationals, Stefanini maintains a strong presence in industries such as financial services, manufacturing, telecommunications, chemical, services, technology, public sector, and utilities. Clients benefit from Stefanini's financial stability, sustained year-over-year growth, and zero net debt. The corporate global headquarters is located in Sao Paulo, Brazil with European headquarters in Brussels and North American headquarters in metropolitan Detroit.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
1987
WEBSITE
http://www.stefanini.com