Empresa:

Ampstek

Descrição da Função

Greetings From Ampstek

Job Title: SAP AMS Service Delivery Manager

Location: Lisboa, Portugal

Work Mode: Onsite

Apply Now: Drop your CV at

Job Description:

Key Responsibilities:

1. Service Management & Delivery:

• Oversee SAP AMS support for multiple customers, ensuring high-quality service delivery.

•Define and implement service-level agreements (SLAs) and key performance indicators (KPIs).

•Ensure 24/7 support availability and incident resolution within agreed timelines.

•Monitor ticket triage, resource allocation, and change control procedures.

•Drive continuous improvement initiatives to enhance service efficiency.

2. Stakeholder & Client Engagement:

• Act as the primary point of contact for escalations and ensure customer satisfaction.

• Build and maintain strong relationships with key customer stakeholders.

• Conduct regular service reviews and performance reporting with clients.

• Collaborate with business teams to align SAP AMS support with organizational goals.

3. Incident, Problem & Change Management:

• Manage incident resolution, ensuring minimal disruption to business operations.

• Oversee problem management to identify root causes and implement preventive measures.

• Ensure change management processes are followed for system updates and enhancements.

• Coordinate with SAP consultants to resolve complex technical issues.

4. Team Leadership & Resource Management:

• Lead, coach, and develop a team of SAP consultants and support staff.

• Assign tasks based on client delivery requirements and critical project milestones.

• Conduct training sessions to enhance team capabilities.

• Ensure optimal resource utilization and workforce planning.

5. Compliance, Reporting & Governance:

• Ensure adherence to SAP AMS processes and ITIL best practices.

• Provide regular reports on service performance, incidents, and improvements.

• Maintain compliance with security policies and audit requirements.

• Conduct weekly burn reports, monthly KPI reviews, and quarterly business reviews (QBRs).

6. Financial & Contract Management:

• Manage financial targets and margins for AMS accounts.

• Assist in contract negotiations and service agreements.

• • Focus on retaining and growing existing accounts while onboarding new clients.

Mandatory Skills:

• Strong knowledge of SAP AMS processes and service delivery frameworks
• Expertise in SAP modules, especially S/4HANA and SAP Solution Manager
• Familiarity with ITIL, Agile, and DevOps methodologies
• Excellent communication skills - both verbal and written
• Strong analytical, problem-solving, and decision-making skills
• Proven leadership and team management experience
• Customer-centric approach with a consistent focus on service quality

Observações

Lisboa (Portugal)