Qualitest · 1 day ago

#16060 - Sr. Service Manager - SAP AMS

USA

Full-time

Remote

Senior Level

$100K/yr - $130K/yr

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Responsibilities

Oversee the daily operations of the SAP AMS team, ensuring incidents, service requests, and changes are addressed promptly and in alignment with defined SLAs.

Manage the resolution of SAP module issues (e.g., FICO, SD, MM) and technical components (e.g., ABAP), ensuring business continuity.

Collaborate closely with both functional and technical teams to ensure smooth integration across SAP modules and third-party systems.

Lead root cause analysis for recurring issues, implementing corrective actions to prevent future occurrences.

Maintain detailed documentation of incidents and resolutions to facilitate knowledge sharing and continuous learning within the team.

Oversee the change management process within SAP environments, ensuring all changes are rigorously tested, approved, and deployed with minimal disruption.

Collaborate with technical teams to plan and execute system upgrades, patches, and enhancements.

Ensure compliance with change control procedures and governance frameworks.

Manage relationships with external vendors, ensuring they meet SLAs and deliver high-quality services.

Coordinate with vendors to address critical issues, escalating as necessary and leveraging their expertise when required.

Act as the main point of contact for business stakeholders regarding SAP AMS services.

Provide regular reports on system performance, incident trends, and areas for improvement to senior management.

Lead service review meetings with key stakeholders to evaluate SLA performance and identify opportunities for service optimization.

Identify and implement process improvements to enhance the efficiency of AMS operations, reduce downtime, and drive customer satisfaction.

Champion best practices based on ITIL or other relevant frameworks to ensure a high level of service quality.

Lead initiatives to automate repetitive tasks, such as monitoring, reporting, and issue resolution.

Lead and mentor a team of SAP support professionals (both internal staff and external resources), driving high-performance and service excellence.

Provide ongoing training and professional development to enhance team skills across functional and technical SAP areas.

Ensure optimal resource allocation to meet project demands while maintaining operational stability.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

SAP Application Management ServicesSAP ECC6SAP S/4HANAITIL processesSAP modulesIncident ManagementProblem ManagementChange ManagementService Level ManagementTechnical componentsService deliveryContinuous improvement