Service Delivery Manager – Senior

Mollica IT

SAP Service Delivery Manager leading Application Management Services. Ensuring SLA compliance, service quality, and client satisfaction for SAP operations.

Posted 7/25/2026full-timeRemote • 🇧🇷 BrazilSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in SAP Service Delivery Management, with a strong focus on SAP Application Management Services (AMS), ITIL processes, and compliance with operational governance. Proven ability to lead global teams, manage critical incidents, and drive continuous improvement initiatives.

Highest-signal resume keywords

SAP Service Delivery ManagementSAP Application Management Services (AMS)ITIL ProcessesSAP S/4HANA TransformationRoot Cause Analysis (RCA)

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service Level Agreement (SLA) ManagementKey Performance Indicator (KPI) ManagementIncident ManagementProblem ManagementChange ManagementRelease ManagementService Request ManagementKnowledge ManagementCapacity PlanningFinancial Management

Soft Skills

LeadershipCollaborationCommunicationProblem-SolvingRisk Management

Certifications & Qualifications

Bachelor’s Degree

Industry Keywords

Operational GovernanceInformation SecurityVendor ManagementCost OptimizationContinuous Improvement

About the role

Key responsibilities & impact

Lead the delivery of SAP AMS services, ensuring adherence to SLAs, KPIs, service quality and customer satisfaction;
Manage Incident, Problem, Change, Release, Service Request and Knowledge Management processes;
Lead global SAP support teams (onsite and offshore), ensuring efficient resource allocation;
Act as the primary escalation point for business stakeholders and executive leadership;
Conduct governance meetings, service reviews and executive presentations on operational performance;
Manage critical incidents (Major Incidents), conduct root cause analyses (RCA) and drive problem-prevention initiatives;
Coordinate enhancement activities, releases, deployments, hypercare and transition to support;
Collaborate with business, functional, technical and infrastructure teams to ensure efficient service delivery;
Identify and mitigate risks, dependencies and operational issues, ensuring contractual compliance;
Drive continuous improvement, automation, service transformation and cost-optimization initiatives;
Manage resource planning, capacity, budget and vendor governance;
Support SAP S/4HANA transformation programs, rollouts and post-go-live stabilization;
Ensure compliance with ITIL practices, security policies, audits and operational governance;
Other routine activities within the area.

Requirements

What you’ll need

Strong experience in SAP service delivery management;
Solid experience in SAP Application Management Services (AMS);
Knowledge of SLA, KPI and service governance management;
Experience with ITIL processes (Incident, Problem, Change, Release, Service Request and Knowledge Management);
Experience managing global teams (onsite and offshore);
Experience managing critical incidents, root cause analysis (RCA) and continuous improvement;
Knowledge of capacity planning, financial management, vendor management and cost optimization;
Experience in SAP S/4HANA transformation programs, rollouts and post-go-live support;
Knowledge of compliance, audits, information security and operational governance;
Bachelor’s degree required.

Benefits

Comp & perks

Medical coverage for employees and dependents with national coverage from Bradesco or Unimed;
Dental coverage with national coverage;
Meal voucher or food voucher (employee’s choice);
Childcare allowance;
Life insurance for employees and dependents;
Gympass for employees and dependents;
EAP (Employee Assistance Program) offering: Financial Assistance, Legal Assistance, Social Assistance, Psychological Assistance (24/7);
Discounts and special rates with universities (Mackenzie, SENAC, FIA, FIAP and BBS Business School) and language schools (CNA, Cultura Inglesa, Wizard, CCAA, Indeed);
Discounts on banking packages and preferential fees with Itaú and Bradesco;
Option for payroll-deductible loans, with repayments deducted directly from salary;
Reimbursement program for certain external certifications;
Training: the company provides an online and in-person training and development platform covering soft skills, technologies and domains with over 15,000 topics;
Length-of-service awards: the company rewards employees for commitment and loyalty during their tenure (3, 5 and 10 years and every 5 years thereafter);
Employee referral bonus for new hires;
Fit4life – a program that encourages physical exercise for employees, including online functional training sessions;
International experience: depending on your skills and business needs, you may be eligible to apply for positions abroad (within and outside Latin America);
And others.