SAP AMS Service Delivery Manager
Location: Lisboa, Portugal
Work Mode: Onsite
Apply Now: Drop your CV at [Application Link]
Key Responsibilities:
1. Service Management & Delivery:
o Oversee SAP AMS support for multiple customers, ensuring high-quality service delivery.
o Define and implement service-level agreements (SLAs) and key performance indicators (KPIs).
o Ensure 24/7 support availability and incident resolution within agreed timelines.
o Monitor ticket triage, resource allocation, and change control procedures.
o Drive continuous improvement initiatives to enhance service efficiency.
2. Stakeholder & Client Engagement:
o Act as the primary point of contact for escalations and ensure customer satisfaction.
o Build and maintain strong relationships with key customer stakeholders.
o Conduct regular service reviews and performance reporting with clients.
o Collaborate with business teams to align SAP AMS support with organizational goals.
3. Incident, Problem & Change Management:
o Manage incident resolution, ensuring minimal disruption to business operations.
o Oversee problem management to identify root causes and implement preventive measures.
o Ensure change management processes are followed for system updates and enhancements.
o Coordinate with SAP consultants to resolve complex technical issues.
4. Team Leadership & Resource Management:
o Lead, coach, and develop a team of SAP consultants and support staff.
o Assign tasks based on client delivery requirements and critical project milestones.
o Conduct training sessions to enhance team capabilities.
o Ensure optimal resource utilization and workforce planning.
5. Compliance, Reporting & Governance:
o Ensure adherence to SAP AMS processes and ITIL best practices.
o Provide regular reports on service performance, incidents, and improvements.
o Maintain compliance with security policies and audit requirements.
o Conduct weekly burn reports, monthly KPI reviews, and quarterly business reviews (QBRs).
6. Financial & Contract Management:
o Manage financial targets and margins for AMS accounts.
o Assist in contract negotiations and service agreements.
o Focus on retaining and growing existing accounts while onboarding new clients.
Mandatory Skills:
* Strong knowledge of SAP AMS processes and service delivery frameworks.
* Expertise in SAP modules, especially S/4 HANA and SAP Solution Manager.
* Familiarity with ITIL, Agile, and DevOps methodologies.
* Excellent communication skills – both verbal and written.
* Strong analytical, problem-solving, and decision-making skills.
* Proven leadership and team management experience.
* Customer-centric approach with a focus on service quality.
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