Job Description

For over 16 years, Trilyon has been a leader in global workforce solutions, specializing in Cloud Technology, AI/ML, Software Development, Technical Writing, and Digital Transformation. We partner with top companies to deliver high-quality talent in engineering, IT, and emerging technologies.
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We are seeking a Service Delivery Manager to join our team.

This role will involve overseeing SAP Application Management Services (AMS) delivery, ensuring service excellence, compliance, and continuous improvement across complex SAP landscapes. The ideal candidate will have experience in SAP FICA, SAP AMS operations, ITIL-based service governance, and stakeholder management, along with a passion for delivering reliable and efficient enterprise application support within regulated utility or retail environments.

Job Title: Service Delivery Manager Location: Waltham, MA (Hybrid) Duration: 6 Months (Contract) Rate/Salary: Not Disclosed Job Description:

The Service Delivery Manager will be responsible for leading and governing SAP Application Management Services to ensure consistent service quality, SLA adherence, and operational stability. This role serves as the primary point of contact between Trilyon Services and business stakeholders, driving transparency, accountability, and continuous service improvement.

As a Service Delivery Manager , you will oversee incident, problem, change, and release management processes, ensuring critical P1 and P2 incidents are handled efficiently with proper root cause analysis and preventive actions. You will coordinate closely with cross-functional SAP teams to maintain system availability and business continuity.

The Service Delivery Manager will manage AMS delivery teams supporting SAP modules such as FICO, FICA, MM, SD, and related integrations. This includes workforce planning, skill development, performance management, and ensuring effective collaboration across onshore and offshore delivery models.

In addition, the Service Delivery Manager will ensure compliance with SOX, security standards, and audit requirements. You will support audits, enforce governance controls, and maintain accurate documentation aligned with enterprise and regulatory standards.

The Service Delivery Manager will also drive continuous improvement initiatives, identifying opportunities for automation, process optimization, cost efficiency, and service innovation while supporting long-term AMS operations and minor enhancement projects.

Key Responsibilities:

• Govern SAP AMS delivery and ensure adherence to SLAs, KPIs, and contractual commitments

• Act as the primary client-facing lead for service reviews, escalations, and operational reporting

• Oversee incident and problem management, including P1/P2 incident response and root cause analysis

• Coordinate change and release management activities with proper approvals, testing, and documentation

• Lead and manage SAP AMS teams across multiple functional modules

• Ensure effective collaboration across global, onshore, and offshore delivery teams

• Drive continuous improvement initiatives, including automation and process optimization

• Monitor service performance metrics and implement corrective actions as needed

• Ensure compliance with SOX, security policies, and audit requirements

• Support financial governance, including budget tracking and cost optimization

• Maintain service documentation, runbooks, and operational dashboards

• Participate in AMS transitions, knowledge transfers, and stabilization activities

• Represent Trilyon Services during critical incidents and executive-level discussions

Qualifications: Required:

• 10+ years of experience in SAP AMS delivery

• 3 5+ years in a Service Delivery Manager or similar leadership role

• Strong expertise in SAP landscapes (ECC and/or S/4HANA)

• Solid understanding of ITIL frameworks and service management best practices

• Experience with ITSM tools such as ServiceNow or equivalent

• Proven client-facing communication and stakeholder management skills

Preferred:

• Experience supporting SAP FICA in utilities or retail environments

• Exposure to S/4HANA migration or AMS transition programs

• Knowledge of SAP automation tools and intelligent support solutions

• Experience in multi-vendor governance models

• Ability to support rotational shifts and critical incident coverage

Why Join Us?

• Trilyon, Inc. offers a comprehensive benefits package

• Opportunities for professional growth and career development

• Collaborative, inclusive, and performance-driven company culture

Equal Employment Opportunity (EEO) Statement:

Trilyon, Inc. is an Equal Opportunity Employer committed to diversity, equity, and inclusion. We do not discriminate based on race, color, religion, gender, gender identity, sexual orientation, national origin, age, disability, veteran status, or any other protected status under applicable laws. Our diverse team drives innovation, competitiveness, and creativity, enhancing our ability to effectively serve our clients and communities. This commitment to diversity makes us stronger and more adaptable.

Job Tags

Contract work, Shift work,

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