Project Manager

Position Overview :

The AMS Project Manager will be responsible for end-to-end delivery and governance of Application Management Services (AMS) engagements, ensuring stable operations, SLA compliance, continuous improvement, customer satisfaction, and effective management of the AMS team.

Key Responsibilities :

- Own overall AMS service delivery, project governance, and operational performance.

- Act as the primary point of contact for the customer for AMS-related matters.

- Manage incidents, service requests, problems, changes, releases, and enhancements in accordance with agreed SLAs and OLAs.

- Monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction.

- Lead daily/weekly/monthly governance meetings and prepare management dashboards and service reports.

- Manage AMS team capacity, utilization, workload allocation, onboarding, and performance. Manage CR/enhancement lifecycle, including estimation, prioritization, resource planning, approvals, execution, and billing where applicable.

- Identify and manage operational risks, dependencies, escalations, and service-impacting issues.

- Ensure adherence to ITIL processes, customer governance, security requirements, and organizational standards.

- Support transition of new applications/processes into AMS and ensure proper knowledge transfer and documentation.

- Identify opportunities for service expansion, automation, and additional AMS business.

- Manage senior stakeholder relationships and executive escalations.

Required Skills & Experience :

- 810 years of experience in SAP application support/AMS.

- Should have handled 1-2 E2E implementation projects and multiple AMS projects as project manager

- Strong understanding of SAP S/4HANA and SAP ECC environments with functional background.

- Strong Analytical and MIS Skills

- Experience managing multi-disciplinary teams across SAP functional and technical areas.

- Strong knowledge of ITIL/ITSM processes, SLA management, incident/problem/change management.

- Strong understanding of application support metrics, governance, pooled capacity planning.

- Experience working with global customers and distributed delivery teams.

- Strong stakeholder management, communication, negotiation, and escalation-management skills.

Key Performance Indicators :

- Service Delivery :

i. SLA compliance, availability, backlog, aging

- Incident Management :

i. MTTR, first-time resolution, priority-1/2 resolution

- Customer :

i. CSAT, escalations, governance effectiveness

- Team :

i. Utilization, productivity, attrition, capacity

- Quality :

i. Recurring incidents, RCA closure, defect leakage

- Financial :

i. Revenue, margin, cost, forecast accuracy

- Improvement :

i. Automation, ticket reduction, process improvements

- Growth :

i. CR revenue, upsell/cross-sell opportunities

Education : Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.

Skills

Project Management, SLA, ITIL, SAP Support, SAP AMS, Project Manager - SAP, SAP Implementation, S/4 HANA, ITSM, Applications Support