What You'll Do
As an SAP AMS Support Manager, you will:
- Be responsible for managing all aspects of an account, including budget tracking, open item tracking, issue resolution, communications directly with the AMS team and with the client, and escalating any issues to client and AMS management as needed
- Deliver high SLA support to end-user customers and function as point-of-contact for escalated issues to ensure appropriate response and priority
- Regularly participate in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery
- Conduct regular team meetings and performance discussions with support Functional and Technical consultants
- Track, monitor, and report on Functional and Technical consultants, and closely manage critical client project deliverables to develop a path to issue resolution
- Assign and manage activities based on client delivery requirements, call related issues, and/or training needs within the organization
- Lead the business/management analysis work (direct the activities of assigned consultants who will be reviewing the client's current business processes and computer systems, define the new business processes to be implemented, and configure the systems to support the new business processes)
- Manage the technical development work (direct the activities of consultants assigned to the development and maintenance; the design and development of interfaces and conversion programs to/from existing legacy; and general technical support in business systems analysis for our clients)
- Oversee all training needs as required for AMS support stewards
- Continuously look for ways to improve AMS processes, capabilities, and methodologies
What We're Looking For
- A minimum of 8-10 years SAP experience
- A minimum of 5 years of prior project management and systems implementation experience.
- Experience managing help desks and working with Project Management (PM)/IT service management (ITSM) tools such as JIRA, ServiceNow, Zendesk, etc
- Demonstrated ability in successfully leading a project team
- Strong understanding of systems development lifecycle and system implementation methodologies
- Excellent interpersonal, written and oral communication skills
- Proven ability to work in a team environment
- Ability to support a hybrid-working model at home and in the local office
- Strong analytical skills and problem-solving skills and the ability to present and communicate findings and recommendations
- 4-year degree in Computer Science, Information Systems, Engineering, or an equivalent discipline
