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Vaga de Service Delivery Manager for Application Managed Services Job
SAP em São Paulo - SP

Descrição da Vaga

Service Delivery Manager for Application Managed Services Job

Requisition ID: 171740
Work Area: Information Technology
Expected Travel: 0 - 80%
Career Status: Professional
Employment Type: Regular Full Time
Career Level: T3
Recruiter Name: Rafael Fernandes


As you know, SAP’s vision is to help the world run better and improve people’s lives.

As THE cloud company powered by SAP HANA®, SAP is a market leader in enterprise application software, helping companies of all sizes and industries Run Simple.

We empower people and organizations to work together more efficiently and use business insight more effectively. SAP applications and services enable our customers to operate profitably, adapt continuously, and grow sustainably.

At SAP, we believe in the power of collaboration and empower our employees to perform at their best in an environment that encourages free and open expression of ideas. Here, you work alongside creative thinkers who share your intets, while turning big ideas into reality for our customers. With innovative job training, mentors to help you grow, and the flexibility to balance your work and personal life, you’re able to build your career. It’s no wonder that some of the sharpest minds from around the world are working for a company that is consistently recognized as a global top employer.


With almost a third of SAP’s employees, the Services organization maximizes the success of

customers with their SAP solutions. SAP's Application and Technology Services (ATS) helps customers to

accelerate their Innovation adoption, delivering the flexibility to adapt to business changes, rapidly

implement technologies and standardize and optimize operations of SAP centric

solutions. The ATS organization is structured along the ATS Portfolio and consists of four

clusters: Application Managed Services, Managed Data Management, Managed Testing and Managed Security. Global AMS Customer Engagement (AMS CE) ensures successful execution of Application Managed Services by safeguarding all service lifecycle phases: Engagement, Transition, Operations and Optimization in the role of the SAP AMS Engagement Manager for AMS transitions and service delivery.

The mission of the Application Managed Services Hub is to maximize the customer success in the RUN phase of SAP software lifecycle by helping to manage complexity, stable operations, mitigating risk and lowering total cost of operation releasing investment for innovation. The mission of AMS CE is to help our customers succeed through our engagement as trusted advisors.

The AMS Hub delivers the best-in-class expertise how to operate SAP solutions in the RUN phase. Based on the Run SAP methodology, SAP and market best practices from delivering Application Management Services to customers we offer a complete set of services for set up, optimization and execution of end-to-end solution operations.


  • Plan and execute transition of customers into the AMS service
  • Drive the customer engagement end-to-end including budget responsibility, customer expectations, delivery team success, reporting and invoicing
  • Lead the involved delivery units and make sure transition is done in budget, time and quality
  • Thought leadership in SAP AMS transition management methodology
  • Constant improvement of the SAP AMS transition management methodology and set the global standards
  • Development & Implementation of quality plans for AMS customers and delivery partners
  • Solution design for complex AMS proposals
  • Supporting the Market Units in the preparation of proposals, solution assessments and service scoping exercises
  • Serve as external and independent reviewer in quality assurance activities
  • Advisor to internal and external parties in relation to components that contribute to AMS delivery success
  • De-escalate critical customer situations
  • Support pipeline generation, qualification, opportunity management and Deal closure
  • Leverage up- and cross-sell opportunities
  • Position both directly and indirectly ATS services to customers
  • Liaise with different SAP entities to ensure success and integration with neighbored teams and regions
  • Integrate with market unit leaders and interface with internal and external stakeholders including SAP management, partners and end-customers
  • Be a coach to other team members


Required skills

  • English, Portuguese, Spanish a plus
  • Strong Project Management skills (8+ years, PMP a plus)
  • ITIL v3 certification
  • Senior Expert in industry and SAP standards and methodologies for Operations (ITIL v3, CCoE, ITSM, TCO and E2E Operations / Run SAP, ALM)
  • Strongly focused on quality, customer success and driven by results
  • Relevant experience in delivery of Outsourcing, AMS and Hosting engagements
  • Working in virtual teams and global environments
  • Has worked in partner centric, hybrid environments
  • Customer centric acting
  • Management of difficult client situations
  • Excellent relationship management
  • Excellent presentation, communication and moderator skills
  • Analytical thinking and decision making ability
  • Cloud, HANA and hybrid landscapes (both technical and architectural)
  • Strong leadership, facilitation, negotiation, mentoring and personnel management skills
  • Good understanding of SAP’s strategy, products, services and organizational structure
  • Willingness to travel

Preferred skills

  • SAP Application and Technology skill set (Certification and 3 year experience as SAP Application Consultant and or SAP Support Consultant)
  • Customer Service experience in large outsourcing deals
  • Management consulting
  • Any other language a plus


  • Bachelor’s degree required, advanced degree preferred
  • 8+ years experience in project management and SAP Operations
  • 3+ years experience in Sales or Presales


Sao Pauolo, BR




To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.


To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.

SAP is committed to the principles of Equal Employment Opportunity and to providing reasonable accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team (Americas: or, APJ:, EMEA: Requests for reasonable accommodation will be considered on a case-by-case basis.

Additional Locations :

Job Segment: Service Manager, ERP, Consulting, Management Consulting, Relationship Manager, Customer Service, Technology, Management

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