SAP Service Manager Job Description
As a seasoned professional in SAP Application Management Services, you will be responsible for overseeing and managing the successful delivery of services to clients. This role involves maintaining service quality, ensuring SLA compliance, and driving continuous improvements to support client operations and business objectives.
This position requires strong understanding of SAP functional and technical modules, excellent problem-solving, communication, and leadership skills. You will work closely with customers, internal teams, and stakeholders to ensure the seamless delivery of support and services for SAP environments.
The ideal candidate will have 5+ years of experience in SAP AMS or SAP Service Delivery, Bachelor's degree in information technology, Computer Science, Business, or a related field, and proven experience in managing SLAs and driving customer satisfaction.
Key Responsibilities:
* Service Delivery & Quality Management:
o Oversee the delivery of SAP AMS by ensuring alignment with customer requirements, maintaining service quality and availability in adherence to SLAs and KPIs, managing day-to-day operations for system reliability, collaborating with technical teams to promptly resolve issues, and integrating ITIL processes to streamline incident, problem, and change management.
* Client Relationship Management:
o Serve as the primary point of contact for clients regarding SAP AMS services, building and maintaining strong relationships through regular performance reviews, feedback collection, issue resolution, and conducting periodic service reviews, while coordinating on-site visits and stakeholder meetings to strengthen client partnerships.
* Resource Management:
o Coordinate with resource managers to ensure appropriate staffing, skill sets, and resource allocation for each client, while monitoring and managing team performance, providing guidance, and implementing performance metrics to track productivity and success.
Qualifications:
* Bachelor's degree in information technology, Computer Science, Business, or a related field.
* 5+ years of experience in SAP Application Management Services (AMS) or SAP Service Delivery.
* Strong understanding of SAP functional and technical modules.
* Proven experience in managing SLAs and driving customer satisfaction.
* Excellent problem-solving, communication, and leadership skills.
Benefits:
* A great team of passionate consultants.
* Strong personalities that are fair, open, and respectful to each other.
* Attractive and competitive salary and package.
* A company that continuously spends more than 6% of its revenue in the education of its employees.
We're looking for a dedicated professional to join our team and contribute to the success of our clients.