SAP AMS Operations Manager

SAP Operate Manager  

Are you an experienced, passionate pioneer in technology who wants to work in a collaborative environment? As an experienced SAP Operate Manager, you will have the ability to share new ideas and collaborate on projects as a consultant without the extensive demands of travel. Our Deloitte Enterprise Performance team is at the forefront of enterprise technology, working across finance, supply chain, and IT operations to deliver holistic performance improvement and digital transformation. Join our team of strategic advisers and architects, differentiated by our industry depth to collaborate with leading solution providers and leverage your experience in strategy, process design, technology enablement, and operational services to enable heart-of-the-business solutions. 

Recruiting for this role ends on 11/1/2026 

Work you’ll do/Responsibilities    

We are looking for an experienced SAP Operate Manager to lead steady-state Application Managed Services (AMS) for our clients' SAP ECC, S/4HANA, and BTP environments. The role is based in the US Delivery Center (USDC). You will own service delivery against contracted SLAs and KPIs and lead a team of SAP functional and technical resources. You'll manage the full incident, problem, change, and enhancement lifecycle, and drive continuous improvement, automation, and clean-core adoption. The role combines operational leadership, technical oversight, client relationship management, and accountability for service quality, team capacity, and engagement economics. A strong candidate will have the following skills:

• Ability to work independently and collaborate as part of a team 
• Effective written and verbal communication skills 
• Meticulous attention to detail and quality of work product 
• Ability to build and sustain professional relationships
• Ability to lead projects or workstreams 
• Ability to manage and prioritize multiple tasks in a fast-paced and dynamic environment 
• Strong interpersonal skills and professional demeanor
• Ability to meet deadlines 
• Ability to mentor and provide clear guidance to others 

The Team 

The Enterprise Operations as a Service Offering addresses our clients’ needs for on-going operations of their technology and business process investments through multi-year contracts. We deliver continuous modernization, upgrades, and address incremental business changes as part of our engagements through our 5 key offerings: SAP Operations, Oracle Operations, IT Operations, Supply Chain Operations, Finance Operations. 

Key Responsibilities: 

• Own day-to-day delivery of SAP AMS across ECC, S/4HANA, and BTP, including incident, service request, problem, change, and minor enhancement management.

• Make sure the team meets contracted SLAs and KPIs (response and resolution times, backlog aging, first-time-right, reopen rates, customer satisfaction), and take corrective action when performance trends off target.

• Manage ticket inflow, prioritization, and backlog in ServiceNow (or a similar ITSM tool), balancing work across teams by priority and complexity.

• Lead major incident management for P1/P2 issues: coordinate triage, client communication, and recovery, and complete post-incident reviews.

• Run problem management with structured root-cause analysis, permanent fixes, and trend analysis to cut repeat incidents.

• Oversee release and change management, including transport governance, CAB participation, regression testing, and coordinated production deployments.

• Support periodic SAP maintenance activities such as Support Packs, Feature Pack Stacks (FPS), upgrades, and OSS Note implementations.

• Provide technical direction to developers maintaining and enhancing custom objects (RICEFW) using ABAP Workbench, Eclipse ADT, SAP Business Application Studio (BAS), and BTP.

• Make sure fixes and enhancements follow SAP extensibility guidelines (in-app vs. side-by-side, key-user vs. developer extensibility, released APIs, clean core), and lead efforts to reduce technical debt in the custom code landscape.

• Review RAP artifacts (behavior definitions/implementations, validations, determinations, actions, draft handling, locking, authorizations), CDS views, and Fiori elements for quality, performance, and standards compliance.

• Act as the primary operational contact for client IT and business stakeholders, managing expectations, escalations, and scope (in-scope support vs. project/enhancement work).

• Lead service governance: weekly and monthly service reviews, SLA/KPI dashboards, monthly service reports, and quarterly business reviews.

• Spot opportunities for enhancements, automation, and small projects, and help shape estimates, change requests, and contract renewals or extensions.

• Capacity, Resource & Financial Management

• Plan and manage team capacity and FTE allocation based on ticket volumes, complexity mix, and utilization; forecast resource needs and justify staffing to leadership and clients.

• Run a continuous improvement program: ticket deflection, root-cause elimination, knowledge base growth, and process standardization.

• Find and deliver automation opportunities (job monitoring, alerting, self-healing scripts, bots, GenAI-assisted triage) to lower effort and improve service quality.

• Use SAP Cloud ALM (CALM), Solution Manager, and monitoring tools for proactive system health, job, and interface monitoring.

• Lead knowledge transition from implementation teams or incumbent vendors into steady state, including hyper care exit criteria, run books, and SOPs.

• Lead, mentor, and develop SAP developers and consultants with technical guidance, performance feedback, and career coaching.

Required Qualifications: 

• 10+ years in SAP Application Managed Services / production support, including at least one leadership role managing an AMS team against contracted SLAs.

• Strong hands-on and supervisory background in SAP ABAP (Workbench, Eclipse ADT), BAS, and BTP across ECC and S/4HANA.

• Working knowledge of ITIL processes (incident, problem, change, release, service request) and ITSM tools such as ServiceNow.

• Experience with SLA/KPI reporting, service reviews, and client-facing governance.

• Working knowledge of RAP, CDS, Fiori elements, and SAP extensibility/clean-core principles, enough to review and guide technical teams.

• Experience with capacity planning, resource forecasting, and managing team utilization.

• Strong root-cause analysis skills and experience leading major incident and hypercare support.

• Familiarity with SAP Cloud ALM, Solution Manager, JIRA, HP ALM, and SharePoint for defect, test, and documentation management.

• Ability to work flexible hours and support critical production issues when needed.

• Bachelor's degree, preferably in Computer Science, Information Technology, Computer Engineering, or related IT discipline; or equivalent experience 

• Limited immigration sponsorship may be available 

• Ability to travel 10%, on average, based on the work you do and the clients and industries/sectors you serve

Preferred 

• ITIL v4 Foundation certification.

• SAP certifications (ABAP for S/4HANA, RAP, or BTP).

• Experience moving AMS clients from ECC to S/4HANA or supporting post-go-live stabilization.

• Experience building automation or GenAI/AI agent solutions for IT operations within SAP or related ecosystems.

• Exposure to SAP BTP services such as Integration Suite, API Management, Event Mesh, or the ABAP Environment (Steampunk).

• Experience working in a blended onshore/offshore delivery model.

For individuals assigned and/or hired to work in a remote role, Deloitte is required by law to include a reasonable estimate of the compensation range for this role. This compensation range is specific to the remote role and takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. At Deloitte, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $130,000 to $175,000.

You may also be eligible to participate in a discretionary annual incentive program, subject to the rules governing the program, whereby an award, if any, depends on various factors, including, without limitation, individual and organizational performance.

Information for applicants with a need for accommodation: https://www2.deloitte.com/us/en/pages/careers/articles/join-deloitte-assistance-for-disabled-applicants.html