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.

Client Relationship Management
 

• 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.

Team Management & Resource Oversight
 

• 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.

Service Management & Tools
 

• 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.

Continuous Improvement & Transformation
 

• 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. 

Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills and Experience