Job Overview :

We are seeking an experienced SAP Service Manager to lead and manage SAP Application Maintenance and Support (AMS) services in a live business environment. This role focuses on service delivery, operational stability, and critical incident management rather than project or implementation activities. The successful candidate will act as the primary interface for SAP support services, ensuring high availability, SLA adherence, and effective stakeholder communication.

Role Purpose :

To manage end-to-end SAP support operations in a business-as-usual (BAU) environment, ensuring seamless application support, rapid incident resolution, and continuous service improvement aligned with ITIL best practices.

Key Responsibilities :

SAP Service & Support Management :

- Manage ongoing SAP AMS support operations across modules and business functions.

- Ensure stable SAP system performance in a business-mode (BAU) environment.

- Coordinate and oversee L1/L2/L3 support teams to ensure timely issue resolution.

- Act as the single point of contact for SAP support-related activities for the client.

Critical Incident Management :

- Lead critical incident and major issue management, including root cause analysis and corrective actions.

- Coordinate cross-functional teams during high-severity incidents to restore services within agreed SLAs.

- Communicate incident status, resolution progress, and post-incident reports to stakeholders.

Service Delivery & Client Management :

- Own service delivery commitments, including SLAs, KPIs, and operational metrics.

- Conduct regular service reviews with clients to discuss performance, risks, and improvement plans.

- Manage escalations, prioritize support requests, and ensure customer satisfaction.

- Support extended coverage or on-demand support based on business requirements.

Governance, Process & Continuous Improvement :

- Implement and govern ITIL-based service management processes (Incident, Problem, Change, and Service Request Management).

- Drive continuous improvement initiatives to enhance service quality, efficiency, and stability.

- Ensure compliance with internal processes, audit requirements, and customer governance frameworks.

Required Experience and Skills :

- 1012 years of overall IT experience.

- 35 years of hands-on experience in SAP Service Management or SAP AMS support.

- Strong experience managing live SAP support environments, not implementation or rollout projects.

- Proven expertise in critical incident (Major Incident) management.

- Solid understanding of SAP support operations and service delivery models.

- Strong stakeholder management and client-facing communication skills.