
SAP Ams Service Manager
5 days ago
**Job Description: SAP AMS Service Manager**
**Position**:SAP AMS Service Manager
**Location**:Singapore
**Employment Type**:Permanent, Full-Time
**Job Purpose**:
This role ensures the overall support and stability of SAP Application Maintenance and Support (AMS) operations. The position involves managing outsourced vendors and internal support teams responsible for delivering high-quality support to AMS customers. The Service Desk Manager will act as the primary point of contact for issue escalation and resolution, ensuring alignment with organizational objectives and customer satisfaction.
**Responsibilities**:
- **Vendor and Customer Management**:
- Manage relationships for selected AMS partners.
- Serve as the point of contact for clients’ issue escalation, resolution, and project initiation.
- Collaborate with business units and AMS support partners to meet business demands.
- **Operations Management**:
- Oversee day-to-day AMS support operations, including incident management, change management, problem management, and service requests.
- Ensure adherence to SLAs, generate status reports, and maintain dashboards.
- Drive the transition of projects to support.
- **Process and Standards Development**:
- Develop and enforce efficient procedures, processes, and guidelines.
- Follow applicable standards, methodologies, and best practices for system maintenance and support.
- **Stakeholder Communication**:
- Provide proactive status updates to relevant stakeholders.
- Strengthen customer relationships to enable cross-selling or upselling of SAP products and services.
**Qualifications and Experience**:
- **Experience**:
- 3-5+ years of experience as a Service Delivery Manager in SAP AMS operations.
- Hands-on SAP functional (Logistics module) or technical consulting experience in projects or support services.
- Proven ability to manage customer stakeholders, including business users and IT managers, as well as external vendors.
- **Skills**:
- Proficiency in incident management, change management, problem management, and service delivery metrics.
- Experience in SAP AMS support operations, including SLA management and report generation.
- Strong understanding of project-to-support transitions.
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