Job
Description
Role Summary:
Were seeking an experienced Senior SAP AMS Services Manager to lead our managed services portfolio across multiple SAP workstreams (, 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 Youll 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 Translate business priorities into AMS backlogs and continuous improvement plan Proactively identify risk, capacity constraints, and lead root cause and preventive action People & Capacity Managem entLead a blended global team; build staffing plans, on-call rotations, and skills matrices across L1/L2/ Coach leads and consultants, institute knowledge management, SOPs, and mentoring progra Foster a culture of accountability, responsiveness, and consulting excellen 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:Bachelors 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 (, 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 stries,
