Service Delivery Manager / Project Manager with Application Managed Services (AMS) ERP
About the role
Role Overview We are looking for an experienced Service Delivery Manager / Project Manager to lead Application Managed Services (AMS) for ERP platforms. Microsoft Dynamics 365 (preferred) , but candidates with strong service delivery experience on SAP, Oracle EBS, or other Tier‑1 ERPs will also be considered.
This role requires ownership of end‑to‑end service delivery, client engagement, SLA governance, and leadership of global delivery teams.
Key Responsibilities Service Delivery Oversight
- Own end‑to‑end delivery of ERP AMS engagements (D365 / AX2012 or SAP / Oracle EBS).
- Ensure adherence to agreed SLAs, KPIs, and contractual commitments.
- Manage incidents, problem management, and drive continuous service improvement.
Client Relationship Management
- Act as the primary point of contact for the client.
- Manage expectations, handle escalations, and maintain high customer satisfaction.
- Build trusted relationships with senior client stakeholders.
Governance & Compliance
- Establish and run service governance forums (weekly/monthly).
- Ensure compliance with ITIL-based service management processes.
- Maintain adherence to organizational and regulatory standards.
Team Leadership & Coordination
- Lead and coordinate cross‑functional global teams (onshore/offshore).
- Provide coaching, mentoring, and performance guidance.
- Ensure resource readiness and effective utilization.
Financial & Contract Management
- Own service financials including budget tracking, billing accuracy, and revenue assurance.
- Support contract management and negotiate changes when required.
Reporting & Analytics
- Prepare and present service performance reports to leadership and clients.
- Track operational metrics and provide insights for decision‑making.
Key Skills & Qualifications Technical & Domain Expertise
- Strong experience with Microsoft Dynamics 365 (F&O / CRM) is preferred.
- Candidates with AMS delivery experience on SAP, Oracle EBS, or other ERPs are acceptable.
- Solid understanding of AMS / Managed Services operating models.
Process Orientation
- Hands‑on experience with ITIL, incident/problem/change management, and continuous improvement frameworks.
Leadership & Communication
- Proven ability to lead diverse global teams.
- Strong stakeholder management and communication skills across geographies.
Experience
- 5+ years in Service Delivery / AMS leadership roles.
- Experience managing large-scale ERP support engagements.
What We Are Specifically Looking For
- Service Delivery / AMS leadership experience (not pure implementation PMs).
- Ability to articulate real SLA ownership, escalation handling, and governance.
- Comfort working in a vendor‑side delivery role, managing teams and client expectations.
About W3Global
W3Global is a leading provider of end-to-end consulting services, empowering businesses to achieve their strategic goals and optimize their operations. With over 15 years of experience, we have a proven track record of delivering innovative and effective solutions across a wide range of industries.
Our Mission
At W3Global, we are committed to helping businesses of all sizes achieve their full potential. We believe that by combining our deep industry expertise with our innovative approach, we can deliver exceptional results that exceed our clients' expectations.
Our Services
We offer a comprehensive suite of consulting services designed to address the specific needs of our clients. Our services include:
Strategy Consulting: We help businesses develop and implement winning strategies to achieve their long-term goals.
Business Process Improvement: We identify and optimize business processes to enhance efficiency, reduce costs, and improve customer satisfaction.
Technology Consulting: We provide expert guidance on technology selection, implementation, and integration to support business objectives.
Talent Acquisition: We help businesses find and hire the right talent to support their growth and success.
Human Capital Management: We provide comprehensive HR solutions to help businesses manage their workforce effectively.
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Service Delivery Manager / Project Manager with Application Managed Services (AMS) ERP
About the role
Role Overview We are looking for an experienced Service Delivery Manager / Project Manager to lead Application Managed Services (AMS) for ERP platforms. Microsoft Dynamics 365 (preferred) , but candidates with strong service delivery experience on SAP, Oracle EBS, or other Tier‑1 ERPs will also be considered.
This role requires ownership of end‑to‑end service delivery, client engagement, SLA governance, and leadership of global delivery teams.
Key Responsibilities Service Delivery Oversight
- Own end‑to‑end delivery of ERP AMS engagements (D365 / AX2012 or SAP / Oracle EBS).
- Ensure adherence to agreed SLAs, KPIs, and contractual commitments.
- Manage incidents, problem management, and drive continuous service improvement.
Client Relationship Management
- Act as the primary point of contact for the client.
- Manage expectations, handle escalations, and maintain high customer satisfaction.
- Build trusted relationships with senior client stakeholders.
Governance & Compliance
- Establish and run service governance forums (weekly/monthly).
- Ensure compliance with ITIL-based service management processes.
- Maintain adherence to organizational and regulatory standards.
Team Leadership & Coordination
- Lead and coordinate cross‑functional global teams (onshore/offshore).
- Provide coaching, mentoring, and performance guidance.
- Ensure resource readiness and effective utilization.
Financial & Contract Management
- Own service financials including budget tracking, billing accuracy, and revenue assurance.
- Support contract management and negotiate changes when required.
Reporting & Analytics
- Prepare and present service performance reports to leadership and clients.
- Track operational metrics and provide insights for decision‑making.
Key Skills & Qualifications Technical & Domain Expertise
- Strong experience with Microsoft Dynamics 365 (F&O / CRM) is preferred.
- Candidates with AMS delivery experience on SAP, Oracle EBS, or other ERPs are acceptable.
- Solid understanding of AMS / Managed Services operating models.
Process Orientation
- Hands‑on experience with ITIL, incident/problem/change management, and continuous improvement frameworks.
Leadership & Communication
- Proven ability to lead diverse global teams.
- Strong stakeholder management and communication skills across geographies.
Experience
- 5+ years in Service Delivery / AMS leadership roles.
- Experience managing large-scale ERP support engagements.
What We Are Specifically Looking For
- Service Delivery / AMS leadership experience (not pure implementation PMs).
- Ability to articulate real SLA ownership, escalation handling, and governance.
- Comfort working in a vendor‑side delivery role, managing teams and client expectations.
About W3Global
W3Global is a leading provider of end-to-end consulting services, empowering businesses to achieve their strategic goals and optimize their operations. With over 15 years of experience, we have a proven track record of delivering innovative and effective solutions across a wide range of industries.
Our Mission
At W3Global, we are committed to helping businesses of all sizes achieve their full potential. We believe that by combining our deep industry expertise with our innovative approach, we can deliver exceptional results that exceed our clients' expectations.
Our Services
We offer a comprehensive suite of consulting services designed to address the specific needs of our clients. Our services include:
Strategy Consulting: We help businesses develop and implement winning strategies to achieve their long-term goals.
Business Process Improvement: We identify and optimize business processes to enhance efficiency, reduce costs, and improve customer satisfaction.
Technology Consulting: We provide expert guidance on technology selection, implementation, and integration to support business objectives.
Talent Acquisition: We help businesses find and hire the right talent to support their growth and success.
Human Capital Management: We provide comprehensive HR solutions to help businesses manage their workforce effectively.