Service Delivery Manager (AMS) - Philippines

Location: Philippines (Remote)

DyFlex is an established SAP Platinum Partner with team members across Australia, New Zealand, and the Philippines. We are recognised as a leader in our area of SAP expertise. We deliver fit-for-purpose SAP solutions, and our services range from greenfield and brownfield implementations, change management to ongoing Aftercare services and support.

In 2025, we have been awarded:

✓ Best Performing Partner in Australia for S/4 HANA Public Cloud

✓ Best Performing Partner in Australia for Speed of Delivery

✓ Best Performing Partner in Mid-Market

✓ Highest Selling Partner in Australia

About the Role

As Service Delivery Manager – SAP AMS, you will lead the day-to-day delivery of DyFlex’s Application Management Services (AMS) from our Philippines-based support team. You will be accountable for service quality, SLA performance, customer satisfaction, and team engagement across multiple SAP customers and landscapes.

This role is ideal for a seasoned SAP professional who enjoys leading support teams, managing client relationships, and continuously improving service delivery within a structured AMS framework.

You will work closely with DyFlex customers, onshore Service & Engagement Managers, and internal consulting teams to ensure reliable, predictable, and high-quality SAP support outcomes.

Your Tasks and Responsibilities

• Own the end-to-end delivery of SAP Application Management Services (AMS) across multiple customers
• Ensure adherence to contracted SLAs, KPIs, and service credits, with a strong focus on service quality and customer satisfaction
• Monitor and manage incident, service request, and problem queues to ensure timely and effective resolution
• Drive effective incident, problem, and change management practices in line with ITIL and DyFlex AMS standards
• Provide regular service reporting, dashboards, and trend analysis to internal and customer stakeholders
• Proactively manage service risks, escalations, and customer expectations
• Act as the primary service delivery escalation point for AMS customers
• Build strong, trusted relationships with customer IT and business stakeholders
• Lead service review meetings and facilitate continuous improvement discussions
• Partner with onshore DyFlex leaders to align service delivery with contractual, commercial, and strategic objectives
• Lead, mentor, and develop the Philippines-based AMS support team
• Ensure effective workload allocation, rostering, and on-call coverage
• Foster a high-performance, customer-centric, and collaborative team culture
• Support onboarding, training, and ongoing capability uplift across SAP modules
• Promote strong knowledge-sharing practices, high-quality documentation, and solution reuse
• Identify opportunities to improve service efficiency, quality, and automation
• Drive continuous improvement in ticket processes, documentation, and knowledge bases
• Support the transition of new customers or project work into steady-state AMS delivery
• Ensure service delivery aligns with SAP best practices and DyFlex delivery standards

Your Qualifications and Experience

• Proven experience in a Service Delivery Manager, AMS Lead, or Support Manager role within SAP
• Strong understanding of SAP Application Management Services and ITIL-based delivery models
• Experience managing distributed or offshore SAP support teams
• Solid functional understanding of SAP landscapes (ECC and/or S/4HANA); module depth across MM, SD, FI/CO, PM, PP or similar is highly regarded
• Demonstrated experience managing tickets, SLAs, escalations, and customer reporting
• Strong leadership and people management capabilities
• Excellent communication skills with the ability to engage across technical and business audiences
• Experience with SAP support tools such as ServiceNow, Jira, SAP Solution Manager, or similar
• ITIL certification or formal service management training is advantageous
• A proactive, structured, and customer-focused mindset with strong ownership

What we offer

• Work with SAP’s latest technologies on cloud such as S/4HANA, BTP and Joule
• A flexible and supportive work environment including the ability to work from anywhere in Australia, New Zealand, or the Philippines
• Competitive remuneration and benefits including novated lease, birthday leave, salary packaging, wellbeing programme, additional purchased leave, and company-provided laptop
• Comprehensive SAP training and certifications
• Join a renowned organisation delivering projects to some of APAC's leading enterprises

DyFlex is committed to providing a safe, flexible and respectful environment for staff free from all forms of discrimination, bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and achieve best outcomes for our customers – we are the region's leading SAP Platinum Partner!