AMS Service Delivery Manager

** What You Need To Know*
* Shape a remarkable future with us. Build a career working for an industry leader that truly invests in their people - and equips them with leading technology, continuous learning, and the ability to bring their best selves to work. As the premier wine and spirits distributor, Southern Glazer's isn't just one of Forbes' Top Private Companies; it's a family-owned business with deep roots dating back to 1933.

The reputation of Southern Glazer's is well-established, and it's no surprise that we are regularly recognized for our culture. Southern Glazer's has been recognized by Newsweek as one of America's Greatest Workplaces for Inclusion and Diversity, as well as for Women and Parents and Families. These accolades speak volumes about our commitment to creating a supportive and inclusive culture of belonging for all employees.

As a full-time employee, you can choose from a wide-ranging menu of our Top Shelf Benefits, including comprehensive medical and prescription drug coverage, dental and vision plans, tax-saving Flexible Spending Accounts, disability coverage, life insurance plans, and a 401(k) plan. We also offer tuition assistance, a wellness program, parental leave, vacation accrual, paid sick leave, and more.

By joining Southern Glazer's, you would be part of a team that values excellence, innovation, and community. This is more than just a job - it's an opportunity to build the future of beverage distribution and grow with a company that truly cares about its people.

** Overview*
* The AMS Manager ensures the resolution of technical issues in steady-state applications. They lead a team that performs prioritization, workload, root cause analysis, and technical troubleshooting. The manager coordinates effectively with Client Services to provide second-level support. They also oversee minor application patching, enhancements, and development upgrades. Incident, Problem, and Change Management are key processes directed by this role. They utilize platforms like Service Now to resolve issues within established service levels.

The manager ensures problems have corrective action plans to prevent repeat occurrences. They rigorously validate all change management requirements to protect the production environment.

** Primary Responsibilities Part I*
* + Working knowledge of SAP ECC, S4 Hana, BTP, Solution Manager and HQPC.

+ SAP S/4

HANA Toolset:
Hands-on experience with modern SAP ecosystems, including SAP Fiori, Core Data Services (CDS), SAP Cloud ALM.

+ ITSM Platform:
Proven proficiency in Service Now for executing and tracking ITIL processes (Incident, Problem, and Change Management).

+ Modern Methodologies:
Understanding of ITIL v4 principles, Agile/Dev Ops models, and experience transitioning traditional support models into automated, continuous delivery frameworks.

+ Cloud & Hybrid Operations:
Experience managing AMS for hybrid landscapes (On-Premise and Cloud environments), ensuring seamless integration and issue resolution across platforms.

** Production Bug Fix, Configuration Management and Deployment:*
* + Serve as escalation point for AMS team.

+ Champion user request/bug fix processes and SLAs, leveraging Service Now for comprehensive ticket lifecycle management and reporting.

+ Inventory/track and monitor all user requests/bug fixes to ensure SLA compliance against severity levels.

+ Perform risk/ schedule/ cost impact analysis to existing work streams, resolve planning and technical contentions.

+ Perform configuration management internal reviews and audits.

+ Ensure proper segregation of roles for process/audit compliance.

+ Ensure proper technical plans in place for all production changes (e.g. rollback plan, implementation plan, data conversion).

+ Perform risk assessment for all production Change Requests.

+ Drive continuous improvement by identifying automation opportunities (AIOps) for repetitive bug fixes and support requests.

** Crisis Management:*
* + Serve as SAP AMS focal point for severity 1 and 2 incidents.

+ Organize team to ensure correct resources are working on severity 1 and 2 incidents.

+ Ensure clear ownership of problem determination/resolution.

+ Ensure completeness of problem analysis/impact analysis.

+ Review completeness of root cause and recommended resolution / workarounds.

+ Prepare communications related to severity 1 and severity 2 incidents, ensure accuracy and completeness of content.

+ Update oncall contact list to keep all contact information up-to-date.

+ Ensure all new solutions have a workable DR solution within the agreed SLAs.

** Primary Responsibilities Part 2*
* ** Partner Management:*
* + Provide management to key outsource providers.

+ Ensure governance and delivery model is adhered to.

+ Hold provider accountable for performance and meeting service levels.

+ Establish and maintain relationships with vendors, internal (users) and external customers and other departments within the company.

+ Ensure clear and formal agreements exist for sub-contractor/vendor…