SAP Application Support Manager

Role Overview :

The SAP Application Services Manager will lead the end-to-end delivery and operations of SAP Application Management Services for one or more global clients. This includes managing steady-state operations, driving service improvement initiatives, handling client relationships, and ensuring adherence to SLAs and KPIs. The ideal candidate will possess strong delivery governance, team leadership, client management, and transformation experience across SAP ECC and / or S / 4HANA environments.

Key Responsibilities :

1. Delivery Management

• Manage the delivery of SAP AMS including Incident, Problem, Change, Service Request, and Release Management across SAP Landscape
• Ensure high service availability and performance, with adherence to defined SLAs
• Lead root cause analysis and drive permanent resolution for recurring issues
• Manage transition and steady-state support phases for new or expanding engagements

2. Client Engagement

• Act as the primary point of contact for client stakeholders, managing expectations and ensuring satisfaction
• Participate in regular governance meetings, provide reporting, insights, and continuous improvement updates
• Build trusted advisor relationships with client IT and business leaders

3. Team Leadership

• Manage and mentor a team of SAP consultants and support analysts across onshore / offshore models
• Drive knowledge management, skill enhancement, and competency development within the team
• Support resource planning, onboarding, and performance management

4. Continuous Improvement & Transformation

• Identify automation, innovation, and shift-left opportunities to enhance delivery efficiency
• Support the adoption of tools such as SAP Solution Manager, ChaRM, Focused Build, BTP, and AI / ML-based ticket resolution
• Drive service transformation initiatives aligned with DevOps, ITILv4, and agile delivery models

5. Financial & Contractual Oversight

• Monitor and manage budgets, forecasts, and billing
• Ensure compliance with contract terms, scope, and service levels

Required Skills and Experience :

• Strong knowledge of SAP ERP (ECC or S / 4HANA), and familiarity with key modules like SD, MM, PP, FI / CO, HCM, etc.
• Experience in managing large SAP AMS engagements across multi-country landscapes
• Proficiency in ITIL processes and tools for service management
• Strong problem-solving, escalation management, and stakeholder engagement skills
• Excellent communication, leadership, and presentation abilities

Preferred Qualifications :

• SAP Certification(s) in relevant module(s)
• ITIL v3 / v4 Certification
• Experience with RISE with SAP, SAP BTP, and cloud-based SAP applications
• Familiarity with observability, AIOps, or automation platforms