Technical Project Manager

Job Summary

The SAP AMS Support Manager will lead the end-to-end delivery of an enterprise SAP L1/L2 AMS service. The manager will provide service accountability across operations, governance, SLA management, stakeholder communication, continuous improvement and coordination with internal and external resolver groups.

Key Responsibilities

Key Responsibilities

• Own overall service delivery across the in-scope SAP applications and support towers.
• Manage onsite, regional and offshore functional and technical resources.
• Oversee shift coverage, workload allocation, service continuity and on-call arrangements.
• Ensure adherence to incident, problem, change, request and knowledge-management processes.
• Track:

• SLA and KPI performance
• Ticket volumes and aging
• Open backlog
• Major incidents
• Recurring problems
• Change performance
• Knowledge-management progress
• Improvement initiatives

• Lead operational reviews, service reviews and continuous-improvement forums.
• Coordinate major incidents, stakeholder communications and executive escalations.
• Ensure clear ownership between L1/L2, L3, infrastructure, middleware, security and third-party teams.
• Review the quality and completeness of RCA reports and permanent-fix actions.
• Govern CAB readiness, change scheduling and production-deployment compliance.
• Maintain demand and capacity visibility across tickets, releases, hypercare, plant deployments and non-ticket activities.
• Govern the transition of new applications, releases and locations into BAU support.
• Maintain scope discipline and identify work falling outside the agreed support boundary.
• Lead knowledge-management reviews and service-readiness assessments.
• Maintain a continuous-improvement backlog covering automation, productivity, incident reduction and service quality.
• Ensure that the team maintains required application, process, tool and operational knowledge.

Skill Requirements

Required Skills and Experience

• Significant experience managing SAP AMS or enterprise application-support services.
• Strong knowledge of ITIL-aligned incident, problem, change, request and knowledge management.
• Experience managing global onsite/offshore and shift-based support teams.
• Strong SLA, KPI, governance and major-incident-management capability.
• Working knowledge of SAP MM, PP, EWM, Integration, ABAP, Fiori, monitoring and Security.
• Experience with ServiceNow or another enterprise ITSM platform.
• Strong commercial awareness and ability to manage scope, demand and capacity.

Excellent written, verbal, presentation and stakeholder-management skills

Other Requirements