Service Delivery Manager (SAP AMS)

TL;DR

Service Delivery Manager (SAP AMS): Lead end-to-end delivery of Application Management Services across multiple SAP customers with an accent on service quality, SLA adherence, and customer satisfaction. Focus on managing incidents, problems, changes, team leadership, escalations, and driving continuous improvements in processes and automation.

Location: Philippines (Remote within Philippines)

Company

hirify.global is an established SAP Platinum Partner with teams across Australia, New Zealand, and the Philippines, awarded for excellence in S/4HANA Public Cloud, speed of delivery, and mid-market performance.

What you will do

• Own end-to-end AMS delivery across multiple customers, ensuring SLA/KPI adherence and high service quality
• Monitor and manage incident, service request, and problem queues for timely resolutions
• Drive ITIL-based incident, problem, and change management practices
• Provide service reporting, dashboards, trend analysis, and lead service reviews
• Manage risks, escalations, customer relationships, and align with onshore leaders
• Lead, mentor, and develop the Philippines-based AMS support team, including workload allocation and training
• Identify efficiency improvements, automation opportunities, and support customer transitions

Requirements

• Proven experience as Service Delivery Manager, AMS Lead, or Support Manager in SAP
• Strong understanding of SAP AMS and ITIL delivery models
• Experience managing distributed/offshore SAP support teams
• Solid functional knowledge of SAP landscapes (ECC/S/4HANA); depth in MM, SD, FI/CO, PM, PP preferred
• Demonstrated skills in tickets, SLAs, escalations, and customer reporting
• Strong leadership, communication, and stakeholder engagement skills
• Experience with SAP support tools like ServiceNow, Jira, SAP Solution Manager

Nice to have

• ITIL certification or formal service management training

Culture & Benefits

• Flexible work environment with ability to work from anywhere in Australia, New Zealand, or Philippines
• Competitive remuneration including novated lease, birthday leave, salary packaging, wellbeing program, additional purchased leave, company laptop
• Comprehensive SAP training and certifications
• Work with latest SAP technologies like S/4HANA Cloud, BTP, Joule
• Diverse, inclusive team focused on high performance and customer-centric culture