SAP - Service Delivery Manager (AMS programs)

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Your Role

The SAP - Service Delivery Manager for AMS programs will be working with sales to solution AMS opportunities, overseeing delivery, and ensuring that the team's offerings are aligned to our clients' demand. You will support a 'mini' SAP Application Managed Services (AMS) consulting company inside Kyndryl helping clients imagine how to optimize and best run their core applications. You will work alongside fellow Kyndryl's in Application Development, SAP, Oracle, EPIC, and Data for our customers.

Key Responsibilities

Service Delivery Leadership

• Experience with managing large AMS programs.
• Design and define the AMS model to cater to the client's expectations.
• Own end-to-end service delivery of SAP AMS engagements across functional and technical SAP modules (e.g., FI/CO, MM, SD, HCM, Basis, Security, Fiori).
• Ensure adherence to contractual SLAs, OLAs, and KPIs across Incident, Problem, Change, and Request Management.
• Lead daily operations, issue escalations, critical incident management (P1/P2), and root cause analysis for recurring issues.
• Serve as the primary / single point of contact for client stakeholders, business units, and internal support teams.

• Build trusted relationships with client stakeholders, including CIOs, IT Directors, SAP CoE leads, and business process owners.
• Conduct regular service reviews, operational governance meetings, and executive dashboards to ensure transparency.
• Identify opportunities for service improvement, innovation, or automation; present value-add proposals to clients.
• Upsell / Cross-sell based on identified opportunities, and support Sales activities.

• Lead a geographically distributed team of functional consultants, technical analysts, and BASIS resources.
• Define shift models (onshore/offshore/nearshore), handover processes, and coverage for 24x7 support.
• Collaborate with staffing and resource managers to ensure optimal team utilization and capacity planning.
• Manage resource changes based on service scaling (ramp up or down the team). Ability to manage the client discussion for changes in service.

• Oversee the use of ITSM tools (e.g., ServiceNow, Remedy, BMC) for ticket lifecycle tracking and SLA compliance.
• Drive adoption of ITIL v4 aligned processes and governance.
• Monitor service metrics and develop dashboards, scorecards, and SLA reports to track performance.

• Identify automation opportunities in ticket triage, monitoring, and knowledge base expansion using tools like SAP Solution Manager, Focused Build, and AI/ML enablers.
• Support upgrades, patching, enhancement projects, and technical refreshes in collaboration with the SAP CoE.
• Promote proactive monitoring, predictive analytics, and self-healing mechanisms in managed services.

• You have the credibility to get clients to trust your judgement on how to advance custom application development, scalable solutions and cost-effective support initiatives.

• You are a proven leader who can build and motivate a team of professionals.

• You have the organizational skills to manage to a set of metrics.

• Your entrepreneurial spirit and perseverance will guide you through the hard work and attention to detail required to build a consulting practice in Kyndryl.

• Creating managed service support models.

• Supporting our customers with ability to identify transformation opportunities and engage the right stakeholders (client and Kyndryl) to progress the opportunity

• Leverage AI Ops and other automation tools and processes to reduce operating cost and accelerate value realization.

• Supporting on/off/near shore support models with the balance of quality, compliance, and cost

• Experience in defining Managed Service SLA's and KPI's.

• Experience in supporting hybrid-models (cloud, on-premises, Colo)

• Transitioning from transformation programs, seamlessly to on-going support - Hypercare and transition support definition and execution

• Process and practices for on-going optimization of managed services (Agile development methodologies, a modern landscape, process and efficiency optimization, and ticket reduction)

• Strategic SAP Planning: Crafting roadmaps, strategies, and architectural plans for SAP platform upgrades and consolidation initiatives.
• Program Leadership: Leading complex SAP transformation and migration programs across enterprise environments.
• Operational Efficiency: Demonstrated success in delivering sustained cost savings and process efficiencies over multi-year client engagements.
• Deal Execution: Managing large-scale, multi-technology engagements with cross-functional teams.
• Cloud Integration: Collaborating with cloud infrastructure teams to design scalable and resilient SAP support models.
• Data Intelligence: Partnering with data teams to extract actionable insights from SAP and related data sources.
• Application Modernization: Ensuring SAP plays a central role in broader digital transformation and modernization efforts.
• Process Expertise: Deep understanding of application operations and business process workflows.
• Solution Aggregation: Ability to orchestrate and integrate end-to-end solutions across platforms and practices.

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A dynamic and inclusive work environment.
• The chance to work with a leading global IT services company.