SAP Support Services Associate Manager

Job Title:

About New Era Technology

SAP Gold Partner

Position Overview

SAP Support Services Associate Manager

Key Responsibilities

• Manage local and offshore SAP AMS clients overseeing ticket handling, service levels, and budgets.
  
• Serve as the

  primary point of contact

  for all client support matters, including critical escalations.
• Track, monitor, and report on the progress of users’ tickets to ensure timely and high-quality delivery.
  
• Coordinate with operations and support teams to manage and de-escalate critical incidents.
  
• Perform service delivery performance analysis and recommend corrective/improvement measures.
  
• Engage with users to define requirements, timelines, and Go-Live/support arrangements.
  
• Facilitate solutioning discussions and guide the support team toward effective resolution.
  
• Prepare detailed

  service performance reports

  and conduct regular client review meetings.
• Contribute to

  client retention strategies

  and identify potential business opportunities.
• Review and validate change request proposals for quality and feasibility.
  
• Lead

  transition and onboarding

  of new AMS clients, ensuring seamless knowledge transfer.
• Conduct post-project lessons learned and quality review sessions.
  
• Mentor and guide junior team members to maintain delivery excellence.
  
• Comply with

  Information Security Management System (ISMS)

  standards.
• Support 24x7 delivery operations through effective shift management as required.
  

Mandatory Requirements

• Experience:

  3–5 years in

  SAP AMS/support

  and project implementation lifecycle.

• Client Management:

  Proven track record of handling multiple SAP support clients and delivery teams (10–25 members).

• ITSM Tools:

  Strong hands-on experience in

  ServiceNow, Jira, Freshdesk, or ConnectWise

  .
• Exposure to offshore/onshore delivery models and shared pool environments.
  
• Knowledge of

  DevOps, Agile, and Scrum

  frameworks.
• SAP Functional or Technical certification/training is an added advantage.
  
• Excellent proficiency in

  MS Excel and PowerPoint

  for client reporting.

Personality & Soft Skills

• Excellent communication (verbal and written) and negotiation skills.
  
• Goal-oriented, proactive, and dependable under tight deadlines.
  
• Strong analytical and problem-solving abilities.
  
• Structured approach to risk mitigation and SLA compliance.
  
• Ability to manage multiple priorities and maintain stakeholder trust.
  
• Collaborative, positive, and adaptable team player.
  

Why Join New Era Technology

• Work with a

  Global SAP Gold Partner

  with clients across regions.
• Flexible

  remote working model

  with international exposure.
• Opportunity to grow within a fast-evolving SAP delivery ecosystem.
  

How to Apply

madhava.mallela@neweratech.com