Who We AreAt Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.The RoleYour Role <div>The SAP – Service Delivery Manager for AMS programs will be working with sales to solution AMS opportunities, overseeing delivery, and ensuring that the team’s offerings are aligned to our clients’ demand.  You will support a ‘mini’ SAP Application Managed Services (AMS) consulting company inside Kyndryl helping clients imagine how to optimize and best run their core applications.  You will work alongside fellow Kyndryl’s in Application Development, SAP, Oracle, EPIC, and Data for our customers. Key ResponsibilitiesService Delivery Leadership  <ul><li>Experience with managing large AMS programs.</li><li>Design and define the AMS model to cater to the client’s expectations.</li><li>Own end-to-end service delivery of SAP AMS engagements across functional and technical SAP modules (e.g., FI/CO, MM, SD, HCM, Basis, Security, Fiori).</li><li>Ensure adherence to contractual SLAs, OLAs, and KPIs across Incident, Problem, Change, and Request Management.</li><li>Lead daily operations, issue escalations, critical incident management (P1/P2), and root cause analysis for recurring issues.</li><li>Serve as the primary / single point of contact for client stakeholders, business units, and internal support teams.</li></ul>Client Relationship Management  <ul><li>Build trusted relationships with client stakeholders, including CIOs, IT Directors, SAP CoE leads, and business process owners.</li><li>Conduct regular service reviews, operational governance meetings, and executive dashboards to ensure transparency.</li><li>Identify opportunities for service improvement, innovation, or automation; present value-add proposals to clients.</li><li>Upsell / Cross-sell based on identified opportunities, and support Sales activities.</li></ul>Team Management &amp; Resource Oversight  <ul><li>Lead a geographically distributed team of functional consultants, technical analysts, and BASIS resources.</li><li>Define shift models (onshore/offshore/nearshore), handover processes, and coverage for 24x7 support.</li><li>Collaborate with staffing and resource managers to ensure optimal team utilization and capacity planning.</li><li>Manage resource changes based on service scaling (ramp up or down the team). Ability to manage the client discussion for changes in service.</li></ul>Service Management &amp; Tools  <ul><li>Oversee the use of ITSM tools (e.g., ServiceNow, Remedy, BMC) for ticket lifecycle tracking and SLA compliance.</li><li>Drive adoption of ITIL v4 aligned processes and governance.</li><li>Monitor service metrics and develop dashboards, scorecards, and SLA reports to track performance.</li></ul>Continuous Improvement &amp; Transformation  <ul><li>Identify automation opportunities in ticket triage, monitoring, and knowledge base expansion using tools like SAP Solution Manager, Focused Build, and AI/ML enablers.</li><li>Support upgrades, patching, enhancement projects, and technical refreshes in collaboration with the SAP CoE.</li><li>Promote proactive monitoring, predictive analytics, and self-healing mechanisms in managed services. </li></ul></div>Kyndryl currently does not require employees to be fully vaccinated against COVID-19, however, if you are hired to work at a client, customer, or partner location, you may be required to show proof of vaccination to align with their respective COVID-19 vaccination policies.  Those who believe they are eligible may apply for a medical or religious accommodation prior to the start of employment.Who You Are<div><div>You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.Required Skills and Experience</div><div>In order to fulfill all of these responsibilities, you will need to be a seasoned professional, 7+ years of experience in Customer Application Development, Low Code/No Code, Application Management Services and leadership.  You should apply for this job if you are confident that: </div><div><ul><li>You have the credibility to get clients to trust your judgement on how to advance custom application development, scalable solutions and cost-effective support initiatives. </li></ul></div></div><div><div><ul><li>You are a proven leader who can build and motivate a team of professionals. </li></ul></div><div><ul><li>You have the organizational skills to manage to a set of metrics. </li></ul></div><div><ul><li>Your entrepreneurial spirit and perseverance will guide you through the hard work and attention to detail required to build a consulting practice in Kyndryl. </li></ul></div><div>Experience leading teams and hiring people for data engineering related technical tasks: </div><div><ul><li>Creating managed service support models.   </li></ul></div><div><ul><li>Supporting our customers with ability to identify transformation opportunities and engage the right stakeholders (client and Kyndryl) to progress the opportunity </li></ul></div><div><ul><li>Leverage AI Ops and other automation tools and processes to reduce operating cost and accelerate value realization. </li></ul></div><div><ul><li>Supporting on/off/near shore support models with the balance of quality, compliance, and cost </li></ul></div><div><ul><li>Experience in defining Managed Service SLA’s and KPI’s.   </li></ul></div><div><ul><li>Experience in supporting hybrid-models (cloud, on-premises, Colo) </li></ul></div><div><ul><li>Transitioning from transformation programs, seamlessly to on-going support – Hypercare and transition support definition and execution </li></ul></div><div><ul><li>Process and practices for on-going optimization of managed services (Agile development methodologies, a modern landscape, process and efficiency optimization, and ticket reduction)  </li></ul></div><div> Preferred QualificationsWe’re looking for candidates with proven expertise in the following areas:<ul><li>Strategic SAP Planning: Crafting roadmaps, strategies, and architectural plans for SAP platform upgrades and consolidation initiatives.</li><li>Program Leadership: Leading complex SAP transformation and migration programs across enterprise environments.</li><li>Operational Efficiency: Demonstrated success in delivering sustained cost savings and process efficiencies over multi-year client engagements.</li><li>Deal Execution: Managing large-scale, multi-technology engagements with cross-functional teams.</li><li>Cloud Integration: Collaborating with cloud infrastructure teams to design scalable and resilient SAP support models.</li><li>Data Intelligence: Partnering with data teams to extract actionable insights from SAP and related data sources.</li><li>Application Modernization: Ensuring SAP plays a central role in broader digital transformation and modernization efforts.</li><li>Process Expertise: Deep understanding of application operations and business process workflows.</li><li>Solution Aggregation: Ability to orchestrate and integrate end-to-end solutions across platforms and practices.</li></ul>What We Offer:<ul><li>Competitive salary and benefits package.</li><li>Opportunities for professional growth and development.</li><li>A dynamic and inclusive work environment.</li><li>The chance to work with a leading global IT services company.</li></ul></div><div>CompensationThe compensation range for the position in the U.S. is $134,160 to $254,880 based on a full-time schedule.  Your actual compensation may vary depending on your geography, job-related skills and experience.  For part time roles, the compensation will be adjusted appropriately.  The pay or salary range will not be below any applicable state, city or local minimum wage requirement. There is a different appliable compensation range for the following work locations:California: $147,600 to $305,880 Colorado: $134,160 to $254,880 New York City: $161,040 to $305,880 Washington: $147,600 to $280,320 Washington DC: $147,600 to $280,320  This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans.  You may also receive a comprehensive benefits package which includes medical, vision and dental coverage, disability, retirement benefits, paid leave, and paid time off.  Note:  If this is a sales commission eligible role, you will be eligible to participate in a sales commission plan in lieu of the annual discretionary bonus program. Applications will be accepted on a rolling basis.All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.<a href="http://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf" target="_blank">Know Your Rights: Workplace Discrimination is Illegal</a><a href="http://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf" target="_blank">Pay Transparency Nondiscrimination Provision</a></div></div>Being YouDiversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.What You Can ExpectWith state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations.  At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contacts Kyndryl email address.