SAP AMS Manager

Position: SAP AMS Manager
Please read the information in this job post thoroughly to understand exactly what is expected of potential candidates.
Experience: 10–15+ yearsRelevant AMS Experience: 5+ years in SAP Application Management ServicesEmployment Type: Full-timeLocation: Omaha Nebraska United StatesWork Mode: HybridJob SummaryWe are looking for an experienced SAP AMS Manager to lead and manage SAP Application Management Services (AMS) engagements, ensuring stable operations, high service quality, continuous improvement, and customer satisfaction.The ideal candidate will have strong experience in SAP support operations, IT service management, SLA governance, incident and problem management, team leadership, and stakeholder management. The candidate will be responsible for managing day-to-day SAP support delivery, driving operational excellence, and ensuring adherence to agreed service levels and contractual commitments.Key Responsibilities1. SAP AMS Delivery ManagementLead end-to-end SAP AMS operations across multiple functional and technical modules.Manage L1/L2/L3 support teams and ensure effective ticket resolution and service delivery.Ensure adherence to SLAs, KPIs, response times, resolution times, and service quality standards.Monitor daily operations, support backlogs, escalations, and overall service performance.Manage support transitions, knowledge transfer, service onboarding, and stabilization.2. Incident, Problem and Change ManagementOversee incident, problem, change, and request management processes.Drive root cause analysis (RCA) for recurring and critical incidents.Implement preventive actions and continuous service improvement initiatives.Ensure compliance with ITIL-based service management practices.Coordinate production releases, emergency changes, and major incident resolution.3. Client and Stakeholder ManagementAct as the primary point of contact for client stakeholders for AMS delivery.Conduct regular service review meetings, operational reviews, and monthly or quarterly business reviews.Manage escalations, communicate service risks, and ensure timely resolution of customer concerns.Build strong client relationships and identify opportunities for service improvement and expansion.4. Team and Resource ManagementLead, mentor, and manage SAP functional and technical support teams.Plan resource allocation, capacity, shift coverage, and on-call support.Monitor team productivity, utilization, performance, and training requirements.Coordinate across SAP functional teams, Basis, ABAP, integration, security, and infrastructure teams.5. Governance and ReportingPrepare and present service delivery dashboards, SLA reports, ticket aging reports, and performance metrics.Track service quality, customer satisfaction, productivity, and operational risks.Ensure adherence to organizational policies, security standards, audit requirements, and compliance procedures.Manage service budgets, resource costs, and operational efficiency.6. Continuous Improvement and Business GrowthIdentify automation opportunities and implement tools and processes to improve support efficiency.Drive knowledge management, shift-left initiatives, and reduction of recurring incidents.Support AMS transitions, proposals, solution estimations, renewals, and service expansion opportunities.Identify opportunities for process optimization and improved customer experience.Required Skills and Experience10–15+ years of overall IT/SAP experience, including at least 5 years in SAP AMS or application support leadership.Strong understanding of SAP support models, production support, and application lifecycle management.Experience managing SAP ECC and SAP S/4HANA landscapes.Broad exposure to SAP modules such as:SAP FICOSAP MM/SDSAP PP/QMSAP EWM/WMSAP ABAP, Basis, and integration technologiesStrong knowledge of ITIL processes, SLA management, incident management, problem management, and change management.Proven experience managing large support teams, multiple stakeholders, and critical escalations.Experience with ticketing and service management tools such as ServiceNow, Jira Service Management, or similar platforms.Excellent communication, leadership, analytical, and customer relationship management skills.Experience with service governance, operational reporting, and continuous improvement.Preferred QualificationsITIL certification.SAP S/4HANA exposure or relevant SAP certifications.Experience in global AMS delivery models, including offshore/onshore coordination.Exposure to SAP Cloud ALM, Solution Manager, or similar monitoring and application lifecycle tools.Experience with AMS transitions, service takeovers, and managed services contracts.Key Performance Indicators (KPIs)SLA compliance and ticket resolution performance.Reduction in incident backlog and recurring issues.Customer satisfaction and stakeholder feedback.Team productivity, utilization, and operational efficiency.Successful service transitions and governance outcomes. xzbcwsv Continuous improvement, automation, and cost optimization.