Sap Service Delivery Manager

As the SAP Service Delivery Manager, you will own the end-to-end operational delivery of AB InBevs global SAP application landscape under an AMS framework. You will act as the critical bridge between internal global business units, regional tech leaders, and offshore delivery partners. Your objective is to guarantee application stability, enforce strict SLA/KPI governance, minimize business disruptions, and implement AI-driven or automation-led operational workflows. [1, 2, 3, 4, 5]

Key Responsibilities

1. Service Delivery & Governance

• End-to-End AMS Ownership: Oversee day-to-day operations of SAP functional and technical support groups across multiple global regions. [1, 2, 3]
• SLA (Service Level Agreement) & KPI Enforcement: Track, report, and maintain accountability for contractual SLAs (Incident, Problem, Change, and Service Request lifecycles from P1 through P4). [1, 2]
• ITSM (IT Service Management) Governance: Direct standard ITIL processes using platforms like ServiceNow. Lead major incident management, drive Mean Time to Resolution (MTTR) reduction, and orchestrate effective RCA (Root Cause Analysis) to decrease incident repetition. [1, 2, 3]
• Hypercare & Transition: Ensure seamless transition from Greenfield/Brownfield deployment projects into the steady-state AMS framework. [1, 2]

2. Strategic Operations & Continuous Improvement

• Automation & Shift-Left: Proactively introduce automation, AI-led service operations, and self-service capabilities to optimize system performance and minimize global ticket volume. [1, 2, 3]
• FMCG Ecosystem Optimization: Align SAP operations with AB InBev's specific business lines, ensuring application readiness across central functions: Order-to-Cash (OTC), Source-to-Pay (STP), and Record-to-Report (RTR). [1]
• Vendor & Cross-Functional Management: Coordinate with software principals (e.g., SAP, OpenText) and external vendors for minor patches, upgrades, and system standardizations. [1, 2, 3]

3. Financial & Stakeholder Management

• Stakeholder Engagement: Act as the primary escalation contact for regional CXOs, business partners, and leadership teams regarding critical operational issues. [1, 2]
• Financial Oversight: Manage resource utilization, capacity planning, and demand forecasting to control cost-to-serve without compromising delivery quality. [1, 2]

Required Skills & Qualifications

• Education: Bachelor’s or Master's degree in Computer Science, Engineering, Business Administration, or a related technical discipline.
• SAP Expertise: Strong baseline understanding of the SAP ecosystem, spanning legacy SAP ECC platforms and modern SAP S/4HANA, cloud landscape integration (SAP BTP), and Solution Manager.
• AMS Leadership Background: Minimum 5+ years of dedicated experience managing large-scale SAP AMS setups with distributed/offshore delivery teams (100+ FTE preferred).
• Domain Knowledge: Strong process awareness within a global supply chain/FMCG setup, particularly highlighting logistics, distribution, and core ERP modules (FICO, MM, SD, PP).
• Certifications (Preferred): ITIL v4 Master/Expert certification.