Service Manager – SAP Application Managed Services (AMS)

Job description

Role: Service Manager – SAP Application Managed Services (AMS) Experience: 10 to 15 years Work Location: Hyderabad/Bangalore Notice: Short notice joiners preferred **Required Skills & Experience** 10–15 years of IT experience with at least 5 years in SAP Service Delivery or SAP AMS. Strong knowledge of SAP ECC and/or SAP S/4HANA environments. Experience managing integrated SAP landscapes including modules such as Finance, Supply Chain, Procurement, Manufacturing, Warehouse Management, BW, APO, Fiori, Ariba, and middleware integrations. Hands-on experience with ITIL Incident, Problem, Change, and Release Management. Experience managing global support teams and working in a 24x7 delivery model. Strong customer-facing communication and executive presentation skills. Experience using ServiceNow, SAP Solution Manager, Azure DevOps, Jira, or similar service management tools. **Preferred Qualifications** ITIL Foundation or ITIL Managing Professional certification. SAP certification in any functional or technical area. PMP, PRINCE2, Agile, or Scrum certification is desirable. **Job Summary:** We are looking for an experienced SAP Service Manager to lead the day-to-day delivery of SAP Application Managed Services (AMS) for a global enterprise customer. The role is responsible for ensuring stable operations across the SAP landscape, driving service excellence, leading operational governance, managing major incidents, and collaborating with business and technology stakeholders to deliver high-quality support services. The ideal candidate will have strong experience in SAP operations, ITIL service management, stakeholder engagement, and leading cross-functional support teams in a global delivery environment. **Key Responsibilities** **Service Delivery Management** Own end-to-end SAP AMS delivery across multiple SAP modules and integrated applications. Ensure SLA, KPI, and operational targets are consistently achieved. Manage daily service operations, incident resolution, problem management, and service requests. Drive operational stability and continuous service improvement. **Incident & Major Incident Management** Lead Major Incident (P1/P2) management and ensure timely restoration of services. Coordinate with functional teams, Basis, Infrastructure, Security, Middleware, and third-party vendors during critical incidents. Conduct Root Cause Analysis (RCA) and ensure preventive actions are implemented. Track recurring issues and drive permanent resolution. **Change & Release Management** Coordinate SAP releases, patching activities, maintenance windows, and production deployments. Support vulnerability remediation, SAP Notes implementation, and infrastructure upgrades. Ensure business readiness, testing completion, and successful production transitions. Participate in release planning and Hypercare activities. **Customer & Stakeholder Management** Act as the primary operational contact for customer service management teams. Conduct Daily Operations Reviews, Weekly Service Reviews, and Monthly Governance meetings. Present service performance, risks, improvement initiatives, and action plans to customer leadership. Build trusted relationships with business stakeholders and technical teams. **Governance & Reporting** Publish daily, weekly, and monthly service dashboards. Track SLA, MTTR, incident trends, problem backlog, change success rate, and customer satisfaction metrics. Maintain RAID logs and service improvement plans. Ensure audit readiness and compliance with organizational standards. **Team Leadership** Lead a cross-functional SAP support team across multiple time zones. Manage work allocation, shift planning, resource utilization, and performance management. Coach team members and develop future service leaders. Promote a culture of accountability, collaboration, and continuous learning. **Continuous Improvement** Identify opportunities to automate repetitive operational activities. Drive service improvement initiatives using ITIL best practices. Reduce incident volume through proactive monitoring and preventive maintenance. Improve operational efficiency through standardization and knowledge management. **Key Competencies** Service Delivery Management SAP AMS Operations Major Incident Management Change & Release Governance Stakeholder Management Customer Relationship Management SLA & KPI Management Risk & Escalation Management Continuous Service Improvement (CSI) Vendor Management Team Leadership & People Development Executive Communication Operational Excellence **Key Performance Indicators (KPIs)** SLA Compliance (>98%) Incident Response and Resolution Time Mean Time to Restore Service (MTTR) Major Incident Reduction Change Success Rate Customer Satisfaction (CSAT) Problem Resolution and RCA Closure Service Improvement Initiative Delivery Knowledge Management Compliance Resource Utilization and Team Productivity **Success Profile** The successful candidate will demonstrate a proactive leadership style, exceptional stakeholder management skills, and the ability to lead complex SAP operations in a fast-paced global environment. They will be customer-focused, operationally disciplined, and capable of driving service excellence while continuously improving delivery performance