SAP AMS Manager

Relevant AMS

Experience:

5+ years in SAP Application Management Services

Employment Type: Full-time

Work Mode: Hybrid

We are looking for an experienced SAP AMS Manager to lead and manage SAP Application Management Services (AMS) engagements, ensuring stable operations, high service quality, continuous improvement, and customer satisfaction.

The ideal candidate will have strong experience in SAP support operations, IT service management, SLA governance, incident and problem management, team leadership, and stakeholder management. The candidate will be responsible for managing day-to-day SAP support delivery, driving operational excellence, and ensuring adherence to agreed service levels and contractual commitments.

• Lead end-to-end SAP AMS operations across multiple functional and technical modules.
• Manage L1/L2/L3 support teams and ensure effective ticket resolution and service delivery.
• Ensure adherence to SLAs, KPIs, response times, resolution times, and service quality standards.
• Monitor daily operations, support backlogs, escalations, and overall service performance.
• Manage support transitions, knowledge transfer, service onboarding, and stabilization.

• Oversee incident, problem, change, and request management processes.
• Drive root cause analysis (RCA) for recurring and critical incidents.
• Implement preventive actions and continuous service improvement initiatives.
• Ensure compliance with ITIL-based service management practices.
• Coordinate production releases, emergency changes, and major incident resolution.

• Act as the primary point of contact for client stakeholders for AMS delivery.
• Conduct regular service review meetings, operational reviews, and monthly or quarterly business reviews.
• Manage escalations, communicate service risks, and ensure timely resolution of customer concerns.
• Build strong client relationships and identify opportunities for service improvement and expansion.

• Lead, mentor, and manage SAP functional and technical support teams.
• Plan resource allocation, capacity, shift coverage, and on-call support.
• Monitor team productivity, utilization, performance, and training requirements.
• Coordinate across SAP functional teams, Basis, ABAP, integration, security, and infrastructure teams.

• Prepare and present service delivery dashboards, SLA reports, ticket aging reports, and performance metrics.
• Track service quality, customer satisfaction, productivity, and operational risks.
• Ensure adherence to organizational policies, security standards, audit requirements, and compliance procedures.
• Manage service budgets, resource costs, and operational efficiency.

• Identify automation opportunities and implement tools and processes to improve support efficiency.
• Drive knowledge management, shift-left initiatives, and reduction of recurring incidents.
• Support AMS transitions, proposals, solution estimations, renewals, and service expansion opportunities.
• Identify opportunities for process optimization and improved customer experience.

• 10–15+ years of overall IT/SAP experience, including at least 5 years in SAP AMS or application support leadership.
• Strong understanding of SAP support models, production support, and application lifecycle management.
• Experience managing SAP ECC and SAP S/4
  
  HANA landscapes.
• Broad exposure to SAP modules such as:
• SAP FICO
• SAP MM/SD
• SAP PP/QM
• SAP EWM/WM
• SAP ABAP, Basis, and integration technologies
• Strong knowledge of ITIL processes, SLA management, incident management, problem management, and change management.
• Proven…