About the job :

Skill - SAP Project Manager (Pharma).

Experience Required - 6+ Years.

Location - Navi Mumbai (Airoli).

Work Mode - 5 Days work from office.

Notice - Immediate.

Overview :

The SAP AMS Project Manager is responsible for overseeing the delivery of SAP Application Management Services, ensuring smooth post-implementation support, system maintenance, and continuous improvement.

This role involves managing service-level agreements (SLAs), coordinating with stakeholders, and leading a team of SAP consultants to deliver high-quality support across SAP modules.

Mandatory Requirements :

- Experience in Pharma is mandatory.

- Required to go to office all the 5 Days per week.

- Should be working experience in any one SAP module.

Key Responsibilities :

Service Delivery & Operations :

- Lead AMS team to support SAP modules (FI/CO, MM, SD, PP, QM, WM, ABAP etc.).

- Manage incident, problem, and change management processes.

- Ensure SLAs and KPIs are consistently met or exceeded.

- Monitor system performance and drive root cause analysis for recurring issues.

Project & Enhancement Management :

- Plan and manage minor enhancements, break-fix work, and service requests.

- Coordinate with functional and technical consultants for issue resolution and improvements.

- Facilitate knowledge transfer and documentation.

Stakeholder & Team Management :

- Serve as the primary contact for business users, IT stakeholders, and vendors.

- Participate in governance meetings and prepare reporting dashboards.

- Maintain high team morale and foster a collaborative environment.

Continuous Improvement & Compliance :

- Assess AMS delivery efficiency and implement best practices.

- Support audits and compliance requirements.

- Ensure adherence to ITIL processes and AMS best practices.

Required Qualifications :

- Bachelor's degree in Computer Science, Information Systems, or related field.

- 6+ years of experience in SAP project management, with at least 3 years in AMS.

- Experience with SAP S/4HANA environments.

- Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA.

- SAP Experience in relevant modules.

- Strong leadership, communication, and problem-solving skills.

- Knowledge of ITIL framework and AMS methodologies.

Preferred Skills :

- PMP or equivalent project management certification.

- Experience in managing AMS transitions and hypercare phases.

- Upper-intermediate or higher proficiency in English.

Key Performance Indicators (KPIs) :

Service Delivery KPIs :

- Incident Resolution Time : Average time taken to resolve incidents.

- First-Time Fix Rate : Percentage of issues resolved without escalation.

- SLA Compliance Rate : Percentage of tickets resolved within agreed SLA timelines.

- System Uptime : Percentage of time SAP systems are available and operational.

Project & Enhancement KPIs :

- Enhancement Delivery Timeliness : Percentage of enhancements delivered on or before the planned date.

- Change Request Cycle Time : Average time taken to implement approved changes.

- Defect Density : Number of defects per enhancement or release.

Customer Satisfaction KPIs :

- User Satisfaction Score (CSAT) : Feedback rating from end-users or business stakeholders.

- Stakeholder Engagement Index : Frequency and quality of interactions with key stakeholders.

Team & Resource Management KPIs :

- Resource Utilization Rate : Percentage of time team members are productively engaged.

- Knowledge Retention & Documentation : Completeness and accuracy of support documentation and knowledge base.

- Training & Skill Development Hours : Time invested in upskilling AMS team members.

Financial & Compliance KPIs :

- Budget Adherence : Actual spend vs. planned budget for AMS operations.

- Audit Compliance Rate : Number of successful audits without major findings.

- License & Contract Compliance : Adherence to SAP licensing and vendor contracts.