SAP AMS Service Delivery Manager

SAP AMS Service Delivery Manager (Senior Associate Director / Executive Search Recruiter)

Location : Kuala Lumpur, Malaysia

Contact : Kevin Chong ( )

• Oversee daily AMS service delivery, focusing on service coordination, incident handling, and ensuring smooth business operations in alignment with service management practices.
• Log, track, and manage incidents and service requests using ITSM tools. Perform initial analysis and elevate technical issues as needed. Ensure incidents are resolved within agreed SLAs and documented appropriately.
• Act as a liaison between client stakeholders, internal IT teams, and delivery teams. Communicate service updates, incident statuses, and planned changes clearly and professionally. Participate in regular service review meetings and contribute to improvement discussions.
• Maintain accurate documentation of operational procedures, incidents, and changes. Support audit and reporting activities by providing necessary records and insights.
• Identify recurring issues and propose process or system improvements. Support testing and validation of changes and enhancements. Contribute to knowledge base and training materials for end users and support teams.
• Manage AMS consultants, ensuring team members achieve performance KPIs and deliver high-quality customer service.
• Bachelor’s degree in Information Technology, Business, or related field.
• 3–5 years of experience in IT support or SAP AMS roles, preferably in a managed services or outsourced environment.
• Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira, Remedy).
• Basic understanding of SAP systems (S / 4HANA, SAP B1) and related business processes.
• Strong coordination, communication, and problem‑solving skills.
• Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.
• Diplomatic but assertive in conflict resolution and problem solving, balancing the needs of individuals, clients, and the organization.
• Fluent in English proficiency is a plus.
• Stable career history : yearly job changes are not acceptable.

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