SAP Service Delivery Lead – 24x7, ITIL & SLAs

Tanqeeb; Manama; On-site; BHD 25,000 - 42,000; Full time

Job summary

Tanqeeb seeks an experienced SAP Associate Service Delivery Manager to lead end-to-end SAP application support for a large enterprise. You will act as the primary contact for customers and internal teams, ensuring SLA-driven, high-quality services across onsite and offshore models.

The role requires strong SAP support delivery expertise, ITIL-based service management, and proven leadership in 24x7 environments.

Qualifications

• 8+ years of experience in IT consulting/services, with at least 5 years in Service Delivery Management.
• Proven experience in managing SAP application support and/or SAP AMS engagements.
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience in managing SLAs, service metrics, and continuous improvement initiatives.
• Experience managing onsite, offshore, and distributed teams (including 24x7 support models).
• Strong people management skills including team development, retention, and performance management.
• Experience in handling customer escalations and driving resolution within defined SLAs.
• Strong commercial awareness including gross margin and cost management.

Responsibilities

• Own and manage end-to-end SAP application support delivery, ensuring adherence to SLAs, KPIs, and quality benchmarks.
• Act as the single point of contact for the customer, ensuring effective communication and service alignment.
• Drive incident resolution, service requests, and problem management processes.
• Monitor service performance, identify improvement opportunities, and implement process enhancements.
• Ensure timely escalation and resolution of issues as per the defined escalation matrix.
• Conduct regular service reviews, including weekly/monthly reporting and steering committee meetings.
• Track and manage commercial aspects including billing, cost control, and gross margin.
• Build and maintain strong relationships with customer stakeholders and act as a trusted advisor.

Skills

SAP AMS experience

ITIL processes

Stakeholder management

SLA management

24x7 support

Team leadership

Escalation handling

Cost management

Job description

Tanqeeb seeks an experienced SAP Associate Service Delivery Manager to lead end-to-end SAP application support for a large enterprise. You will act as the primary contact for customers and internal teams, ensuring SLA-driven, high-quality services across onsite and offshore models.

The role requires strong SAP support delivery expertise, ITIL-based service management, and proven leadership in 24x7 environments.