Job
Description
Role & responsibilities Act as the single point of contact for the SAP Support program across modules (FICO, MM, SD, HCM, BASIS, ABAP, etc.). Own overall SAP service delivery across all functional and technical modules, ensuring consistent performance and adherence to contractual SLAs and KPIs. Lead a cross-functional team of SAP consultants, support analysts, and technical leads to deliver high-quality support and enhancements. Ensure efficient incident lifecycle management including incident logging, prioritization, root cause analysis, and resolution, with proactive monitoring and trend analysis. Drive Change Request (CR) governance scoping, effort estimation, cost approvals, implementation planning, and sign-offs. Collaborate with the SAP Basis and Infrastructure teams to coordinate system refreshes, patch updates, user access controls, and landscape optimizations. Coordinate integration points between SAP and third-party systems (e.g., SuccessFactors, Ariba, non-SAP apps), ensuring seamless data flow and process alignment. Define and enforce SOPs, escalation matrices, and communication protocols for critical issues and high-priority incidents. Lead the end-to-end delivery of support services (L1, L2, L3), ensuring SLA adherence and ticket resolution within committed timelines. Coordinate with onshore and offshore teams to ensure 24x7 support coverage and smooth handovers. Drive incident, problem, change, and release management processes. Establish and monitor KPIs, SLAs, and operational dashboards for continuous service improvement. Conduct regular service review meetings with business stakeholders and ensure customer satisfaction. Manage contractual deliverables, resource planning, and budget forecasting. Provide governance on SAP Change Requests and enhancements pipeline. Collaborate with the clients internal IT and business teams to identify opportunities for automation, optimization, and innovation. Prepare and present weekly/monthly status reports and executive summaries. Preferred candidate profile Proven experience managing large-scale SAP AMS (Application Management Services) engagements. Strong understanding of SAP ECC or S/4HANA and cross-module integration. Prior experience in handling SAP Support Project is a must. Excellent communication, stakeholder management, and escalation handling skills. Proficient in tools like ServiceNow, HP ALM, Solution Manager, or equivalent ticketing systems. Experience in hybrid delivery models (onshore/offshore).
