Empresa:

Ampstek

Descrição da Função

SAP AMS Service Delivery Manager

Relevant Years of Experience:

Minimum 8-10 Years in SAP AMS & Delivery Management

Work Location: Portugal

Domain:

Resources

Job Description - Key Responsibilities:

1. Service Management & Delivery:

• Lead and manage SAP AMS support for multiple clients
• Define and track SLAs and KPIs to ensure delivery standards
• Ensure 24/7 support coverage and timely incident resolution
• Oversee ticket triage, change control, and resource allocation
• Drive continuous improvement in service operations

2. Stakeholder & Client Engagement:

• Serve as primary escalation point for clients
• Conduct regular service review meetings and reporting
• Maintain strong relationships with client stakeholders
• Align support services with business and operational goals

3. Incident, Problem & Change Management:

• Oversee incident and problem management processes
• Facilitate root cause analysis and preventive actions
• Ensure proper change management governance
• Coordinate resolution of complex issues with SAP consultants

4. Team Leadership & Resource Management:

• Lead, coach, and develop a team of SAP consultants
• Assign roles based on project timelines and priorities
• Conduct training and upskilling programs
• Ensure optimal resource utilization and planning

5. Compliance, Reporting & Governance:

• Enforce ITIL-aligned AMS processes
• Generate weekly burn reports, KPI reviews, and QBRs
• Maintain audit readiness and compliance with policies

6. Financial & Contract Management:

• Drive financial accountability across AMS accounts
• Support in contract renewals and negotiations
• Identify opportunities for account growth and retention

Mandatory Skills:

• Deep expertise in SAP AMS and service delivery frameworks
• Hands-on experience with SAP S/4HANA, SAP Solution Manager
• Working knowledge of ITIL, Agile, and DevOps practices
• Experience with cloud-based SAP environments
• Excellent verbal and written communication
• Strong analytical, decision-making, and leadership skills
• Proven team management and customer engagement experience
• Focused on service excellence and client success

For submissions or referrals, please contact:

Observações

Porto (Portugal)