Manager | Project Management (PMO) | Bengaluru | SAP | DSA Consumer & TMT

Key Responsibilities

• Own overall AMS service delivery, project governance, and operational performance.
• Act as the primary point of contact for the customer for AMS-related matters.
• Manage incidents, service requests, problems, changes, releases, and enhancements in accordance with agreed SLAs and OLAs.
• Monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction.
• Lead daily/weekly/monthly governance meetings and prepare management dashboards and service reports.
• Manage AMS team capacity, utilization, workload allocation, onboarding, and performance. Manage CR/enhancement lifecycle, including estimation, prioritization, resource planning, approvals, execution, and billing where applicable.
• Identify and manage operational risks, dependencies, escalations, and service-impacting issues.
• Ensure adherence to ITIL processes, customer governance, security requirements, and organizational standards.
• Support transition of new applications/processes into AMS and ensure proper knowledge transfer and documentation.
• Identify opportunities for service expansion, automation, and additional AMS business.
• Manage senior stakeholder relationships and executive escalations.

Required Skills & Experience

• 10 years of experience in SAP application support/AMS.
• Should have handled 1-2 E2E implementation projects and multiple AMS projects as project manager
• Strong understanding of SAP S/4HANA and SAP ECC environments with functional background.
• Strong Analytical and MIS Skills
• Experience managing multi-disciplinary teams across SAP functional and technical areas.
• Strong knowledge of ITIL/ITSM processes, SLA management, incident/problem/change management.
• Strong understanding of application support metrics, governance, pooled capacity planning.
• Experience working with global customers and distributed delivery teams.
• Strong stakeholder management, communication, negotiation, and escalation-management skills.