Associate Principal Engineer - SAP Service Delivery Manager

We are a Digital Product Engineering company that is scaling in a big way! We build products, services, and experiences that inspire, excite, and delight. We work on a scale across all devices and digital mediums, and our people exist everywhere in the world (17000 plus experts across 39 countries, to be exact). Our work culture is dynamic and non-hierarchical. We are looking for great new colleagues. That is where you come in!

Role: SAP Service Delivery Manager
Employment Type: Full-time Employment
Model of working: Remote with travel within USA
 
Job Overview:

• Oversee daily SAP AMS operations, including incident, problem, change, and release management.
• Lead and mentor SAP support teams, including internal staff and outsourced vendors. Act as the primary liaison between business stakeholders, clients, and technical teams. Ensure strict adherence to SLAs (Service Level Agreements), ITIL processes, and internal governance frameworks.
• Identify and implement continuous improvement initiatives for SAP support and service delivery Manage vendor relationships, contracts, and service performance for outsourced SAP support.
• Handle escalations, resolve complex issues, and manage transitions of projects to AMS support.
• Maintain and develop processes, procedures, documentation, and enforce best practices for SAP system maintenance and support.
• Assist in onboarding and growing AMS accounts, with a focus on retaining clients and managing profitability.

Required Skills: 

• Strong background (5- 8+ years) as a Service Delivery Manager or Service Manager in SAP AMS environments.
• Extensive hands-on functional or technical SAP consulting experience from one of the modules (FI, CO, SD, MM, PP, ABAP/technical).
• Proficiency in incident, change, and problem management processes; ability to manage service delivery metrics and reporting.
• Experience managing both onshore and offshore cross-cultural teams.
• Ability to analyze service performance data, interpret trends, and recommend solutions.
• ITIL certification or experience working in ITIL-governed environments is preferred. Excellent stakeholder management, communication, leadership, and problem-solving skills.
• Broad knowledge of SAP integration and infrastructure, including cloud deployment and agile methodologies.
   

Must have Skills: 

• Overall 10+ years of experience with minimum 5- 8+ years as a Service Delivery Manager or Service Manager in SAP AMS environments.
• ITIL (Expert), Good to Have Skills: SAP Solution Manager ITSM (Capable).

Good to have:

• IT Service Management with Atlassian Solutions, SAP Solution Manager ALM (Basic), SAP Activate Methodology (Capable), SAP ALM (Capable).
• Certification in IT or SAP, good understanding of SAP Private and Public cloud solutions including SAP BTP administration and services.

Disclaimer: Nagarro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will be afforded equal employment opportunities without discrimination based on race, creed, color, national origin, sex, age, disability, or marital status.