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

- 10 years of experience in SAP application support/AMS.
- Should have handled 1-2 E2E implementation projects and multiple AMS projects as project manager
- Solid 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.

📌 Manager | Project Management (PMO) | Bengaluru | SAP | DSA Consumer & TMT
🏢 Deloitte
📍 Bengaluru