SAP Associate Service Delivery Manager

About the role

The SAP Associate Service Delivery Manager will lead end‑to‑end SAP application support for a large enterprise account in Bahrain. Reporting to the Account Director, you will act as the single point of contact for the customer, ensuring service excellence, stakeholder alignment, and operational efficiency across 24x7 support environments.

Key responsibilities

• Own and manage SAP application support delivery, meeting SLAs, KPIs and quality standards.
• Serve as the primary liaison for the customer, providing clear communication and service alignment.
• Drive incident resolution, service request fulfilment and problem‑management processes.
• Monitor service performance, identify improvement opportunities and implement process enhancements.
• Escalate and resolve issues according to the defined escalation matrix.
• Conduct regular service reviews, reporting and steering‑committee meetings.
• Track commercial aspects such as billing, cost control and gross margin.
• Build and maintain strong relationships with senior customer stakeholders, acting as a trusted advisor.

Required profile

• 8‑10 years of IT consulting/services experience, with at least 5 years in service delivery management.
• Proven experience managing SAP application support or SAP AMS engagements.
• Strong understanding of ITIL processes (Incident, Problem, Change Management).
• Experience leading onsite, offshore and 24x7 distributed teams.
• Excellent stakeholder management and commercial awareness.

Required skills

• SAP
• ITIL