SAP Ams Manager

1 week ago

Singapore TDI APJ SINGAPORE PTE. LTD. Full time

1. Primarily Manage and Lead SAP AMS support Team providing SAP and sub-Systems support to customer

2. Accountable for SLA Adherence of inquiry, incident, service request, problem tickets etc.

3. Coordinate with other consultants such as Functionals, Basis, ABAP, Fiori team and follow up incident tickets, service requests assigned to ensure 95% SLA.

4. Provide monthly reports to Customers and Management

5. Carry out project planning and management for minor or medium scale projects.

6. Prepare, provide presentation, and write AMS proposal

7. Work on Transition plan before starting the customer support

8. Lead/Manage the transition from projects to AMS support team and support hyper care issues.

9. Lead regular status meetings with customers to ensure the support level exceeds customer expectation.

10. Responsible for achieving KPI set for customer satisfaction.

11. Ensure issues escalation are managed promptly and follow through, ensuring no interruption to business operation.

12. Working with module team lead, develop resource plan to ensure resource stability in providing operation support.

13. Responsible to upkeep system documentation and training documents/user manual

14. Team members coaching and performance improvement planning.

16. Experience working with Vendors, product roadmaps and support lifecycles.

17. Managing department P&L ensuring income and expenses are planned and managed according to plan.

**Job Requirements**:
1. Minimum of 5 years of experience in AMS

2. Ability to multitask and manage multiple deliverables at the same time

3. Tenacious and willing to work extra hours on some occasions, to complete tasks

4. Strong AMS Management experience, with ITIL Certifications or equivalent

5. Have a good knowledge of SAP Standard processes

7. Experience in working on global multi-cultural projects and successfully delivering projects in overseas locations

8. Experience in a Professional Services industry

9. Experience with requirements gathering, customer or stakeholder relationship management, issue and risk management, project and organizational change management and IT vendor and partner management

10. Knowledge of IT infrastructure and architectural technology concepts and components would be an advantage

11. Willing to travel

12. Drive projects from original concept through final implementation, and smooth handover to on-going support team.

13. Good communication skill

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