Senior Manager Sap

Role Summary:

We're seeking an experienced Senior SAP AMS Services Manager to lead our managed services portfolio across multiple SAP workstreams (e.g., S/4HANA, GTS, TM, IBP, EWM, BTP). You will be responsible for service delivery, customer success, financial performance, and continuous improvement across a portfolio of AMS accounts. This role combines people leadership, client engagement, operations management, and hands-on governance of ITIL processes and SAP run operations.

What You'll Own

:Service Delivery & Governanc

• eOwn end-to-end AMS delivery (Incident, Service Request, Problem, Change, Release) leveraging ITIL and SAP best practices
• .Chair Service Reviews (weekly/Monthly/Quarterly) and drive SLA/OLA compliance, CSAT, and escalation management
• .Maintain the Service Catalog, RACI, runbooks, and playbooks; ensure auditable process adherence

.Client Engagement & Succe

• ssAct as executive point of contact for 3 - 6 strategic AMS accounts; manage expectations, roadmap, renewals, and upsellin
• g.Translate business priorities into AMS backlogs and continuous improvement plan
• s.Proactively identify risk, capacity constraints, and lead root cause and preventive action

s.People & Capacity Managem

• entLead a blended global team; build staffing plans, on-call rotations, and skills matrices across L1/L2/
• L3.Coach leads and consultants, institute knowledge management, SOPs, and mentoring progra
• ms.Foster a culture of accountability, responsiveness, and consulting excellen

ce.Financial & Commercial Manage

• mentOwn portfolio P&L: utilization, gross margin, revenue forecasting, backlog, change orders, renew
• als.Ensure contract adherence (SLAs, service windows, holidays), rate card governance, and accurate capture of time/eff
• ort.Support presales for AMS proposals/SOWs, ROM estimates, and transition-to-support pl

ans.Skills and attributes for su

• ccess:Bachelor's degree in IT, Business, or a related
• field.10+ years in SAP services with 5+ years in AMS leadership or Service Management
• roles.Excellent stakeholder management, clear and concise communication, conflict resolution, and executive pre
• sence.Broad SAP exposure across at least two domains (e.g., S/4HANA + one of GTS/TM/IBP/EWM
• /BTP).Strong command of ITIL v3/4 processes (Incident/Problem/Change/Release), RCA methods, and SLA d
• esign.Demonstrated success running multi-customer, multi-region AMS with measurable improvements in CSAT and
• SLAs.Experience managing financials (bookings/revenue/gross margin, utilization, bench, forecas
• ting).Hands-on with ITSM tools (ServiceNow/Jira) and SAP ALM/SolMan/

ChaRM.Additional Consider

• ations:ITIL, PMP, PgMP, PMI-ACP, or SAP Activate certification is highly pre
• ferred.Presales experience for AMS/Run services and solutioning transition-to-s
• upport.Experience leading SAP programs in supply chain, logistics, manufacturing, or global trade indu