SAP Support Services Associate Manager

Job Title: SAP Support Services Associate Manager
Company: New Era Technology
Employment Type: Permanent | Full-time
Location: Remote (India)

Position Overview

We are seeking an experienced SAP Support Services Associate Manager to join our growing SAP Practice. The ideal candidate will be responsible for managing the day-to-day operations of multiple SAP AMS clients, ensuring delivery excellence, driving customer satisfaction, and supporting ongoing service improvements.
This is a permanent remote position with opportunities for global exposure and career growth within our expanding SAP delivery organization.

Key Responsibilities

• Manage a pool of local and offshore SAP AMS clients, overseeing ticket deliveries, SLAs, and budgets.

• Serve as the primary point of contact for clients on all support-related matters, including escalations and critical issues.

• Track, monitor, and report progress of user tickets, ensuring timely resolution and proactive communication.

• Manage and de-escalate critical incidents in collaboration with support teams and operations.

• Perform delivery performance analysis and recommend improvement or corrective actions.

• Work closely with users to define requirements, timelines, Go-Live plans, and support arrangements.

• Facilitate and guide the support team in solutioning and resolving issues effectively.

• Prepare and deliver reports on service performance; conduct periodic client reviews.

• Assist in client retention strategies and ensure high customer satisfaction.

• Review and verify change request proposals from consultants for accuracy and feasibility.

• Identify and nurture new business opportunities within existing accounts.

• Lead transition and onboarding of new SAP AMS clients, including knowledge transfer and documentation validation.

• Conduct lessons-learned and service improvement workshops.

• Provide peer review, quality checks, and hands-on coaching for delivery teams.

• Prepare and submit weekly timesheets and maintain adherence to organizational standards.

• Ensure compliance with Information Security Management System (ISMS) requirements.

• Manage and work in multiple or rotating shifts to meet 24x7 delivery objectives as required.

Mandatory Requirements

• 3–5 years of experience in offshore SAP AMS/support and project implementation lifecycles.

• Strong exposure to SAP Support environments, client management, and ticket handling.

• Experience leading internal delivery teams (10–25 resources) in a shared support model.

• Sound knowledge of ITSM tools such as ServiceNow, Jira, Freshdesk, or ConnectWise.

• Advanced reporting skills in MS Excel and PowerPoint.

• Hands-on experience working in offshore/onshore delivery models.

• Familiarity with DevOps, Agile, and Scrum methodologies.

• SAP Functional or Technical module training/certification will be an added advantage.

Personality Traits & Soft Skills

• Excellent command of English – both written and verbal.

• Goal-oriented, self-driven, and dependable in meeting delivery targets.

• Strong client-facing and stakeholder management skills.

• Analytical mindset with sound problem-solving and decision-making skills.

• Structured approach to managing risks and ensuring compliance with SLAs.

• Strong interpersonal and relationship-building skills to drive team collaboration.

• Ability to manage multiple clients simultaneously with a calm, professional demeanor.

Why Join New Era Technology?

• Be part of a global SAP Gold Partner organization.

• Work remotely with diverse, international clients and teams.

• Opportunity to grow within a rapidly expanding SAP practice.

• Competitive salary, benefits, and professional development opportunities.

How to Apply

If this opportunity excites you and matches your expertise, we’d love to hear from you!
📩 Please share your updated resume with [email protected]