ERP Service Delivery Manager

Job Description

We are seeking an experienced ERP Service & Delivery Manager to lead the successful transition of SAP support from our implementation partner to a long-term Application Management Services (AMS) model. This role will be accountable for ensuring seamless day-to-day service delivery, implementing ITSM best practices, and establishing governance that drives stability, compliance, and transparency.

Beyond operational excellence, this leader will shape the future of SAP support, driving continuous improvement, introducing service innovations, and unlocking business value from our SAP investments. Serving as the strategic link between IT, business stakeholders, and the AMS partner, the ERP Service & Delivery Manager will safeguard service reliability while championing performance optimization, enhanced user experience, and scalable solutions that evolve with business needs.

This is a hybrid role based at our Chesterfield, MO headquarters, with on-site presence required Tuesday through Thursday. This is a critical role in ensuring the success of our SAP go-live while building a high-performing AMS model designed to deliver long-term value and agility.

Job Responsibilities & Requirements

Transition & Launch

• Lead and coordinate the transition of SAP implementation from SI partner to AMS partner.

• Define and oversee the AMS launch plan, ensuring continuity of operations.

• Establish ITSM processes (Incident, Problem, Change and Request Management) aligned with industry best practices (e.g., ITIL).

• Ensure knowledge transfer, documentation, and operational readiness for steady-state support.

Service Delivery & Governance

• Manage the day-to-day delivery of SAP AMS support, ensuring services meet agreed SLAs and KPIs.

• Monitor incident, problem, and change management activities to ensure timely resolution and quality outcomes.

• Track and report performance metrics, dashboards, and compliance against contract terms.

• Drive root cause analysis and continuous improvement initiatives.

Partner Relationship & Accountability

• Serve as the primary liaison between MiTek and the AMS partner.

• Conduct regular service review meetings to evaluate performance, risks, and improvement opportunities.

• Hold AMS partner accountable for contractual commitments and service excellence.

• Escalate issues appropriately and drive resolution to protect business continuity.

• Foster a collaborative but firm relationship with the AMS partner, ensuring alignment with business priorities.

Service Innovation & Continuous Improvement

• Identify opportunities to improve the quality, efficiency, and cost-effectiveness of SAP AMS services.

• Recommend automation, process optimization, and advanced monitoring solutions to reduce ticket volumes and improve user experience.

• Benchmark AMS services against industry best practices and introduce innovations that enhance SAP stability, scalability, and business value.

• Partner with business stakeholders to anticipate future needs and align AMS services with long-term transformation objectives.

Governance & Reporting

• Develop governance structures, including steering committees and operational reviews.

• Produce and present regular reports to senior leadership on service delivery performance, risks, and trends.

• Ensure clear visibility into AMS operations, compliance, and improvement roadmaps.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 6+ years of IT service delivery experience, including at least 4+ years managing SAP AMS or SAP Projects.

• Strong knowledge of SAP modules, landscapes, and support models.

• Experience setting up ITSM processes and managing services aligned with ITIL best practices.

• Proven track record in managing vendor/partner relationships and enforcing contractual accountability.

• Excellent communication, stakeholder management, and governance skills.

• Strong analytical and problem-solving abilities with attention to detail.

Desired Competencies

• ITIL certification (Foundation or higher).

• SAP Solution Manager/Cloud ALM Run experience.

• Strong leadership presence with the ability to influence at multiple levels.

• Experience with global delivery models and offshore/nearshore AMS providers.

• Excellent problem-solving, analytic, co