SAP AMS Project Manager

The SAP AMS Project Manager is responsible for overseeing the delivery of SAP Application Management Services, ensuring smooth post-implementation support, system maintenance, and continuous improvement. This role involves managing service-level agreements (SLAs), coordinating with stakeholders, and leading a team of SAP consultants to deliver high-quality support across SAP modules.

Mandatory Requirements:
•    Experience in Pharma is mandatory 
•    Required to go to office all the 5 Days per week
•    Should be working experience in any one SAP module 

Required Qualifications

- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 5+ years of experience in SAP project management, with at least 3 years in AMS.
- Experience with SAP S/4HANA environments.
- Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA.
- SAP Experience in relevant modules.
- Strong leadership, communication, and problem-solving skills.
- Knowledge of ITIL framework and AMS methodologies.

Preferred Skills

- PMP or equivalent project management certification.
- Experience in managing AMS transitions and hypercare phases.
- Upper-intermediate or higher proficiency in English.

Key Performance Indicators (KPIs)

Service Delivery KPIs

- Incident Resolution Time: Average time taken to resolve incidents.
- First-Time Fix Rate: Percentage of issues resolved without escalation.
- SLA Compliance Rate: Percentage of tickets resolved within agreed SLA timelines.
- System Uptime: Percentage of time SAP systems are available and operational.

Project & Enhancement KPIs

- Enhancement Delivery Timeliness: Percentage of enhancements delivered on or before the planned date.
- Change Request Cycle Time: Average time taken to implement approved changes.
- Defect Density: Number of defects per enhancement or release.

Customer Satisfaction KPIs

- User Satisfaction Score (CSAT): Feedback rating from end-users or business stakeholders.
- Stakeholder Engagement Index: Frequency and quality of interactions with key stakeholders.

Team & Resource Management KPIs

- Resource Utilization Rate: Percentage of time team members are productively engaged.
- Knowledge Retention & Documentation: Completeness and accuracy of support documentation and knowledge base.
- Training & Skill Development Hours: Time invested in upskilling AMS team members.

Financial & Compliance KPIs

- Budget Adherence: Actual spend vs. planned budget for AMS operations.
- Audit Compliance Rate: Number of successful audits without major findings.
- License & Contract Compliance: Adherence to SAP licensing and vendor contracts.

Key Responsibilities

Service Delivery & Operations

- Lead AMS team to support SAP modules (FI/CO, MM, SD, PP, QM,WM, ABAP etc.)
- Manage incident, problem, and change management processes.
- Ensure SLAs and KPIs are consistently met or exceeded.
- Monitor system performance and drive root cause analysis for recurring issues.

Project & Enhancement Management

- Plan and manage minor enhancements, break-fix work, and service requests.
- Coordinate with functional and technical consultants for issue resolution and improvements.
- Facilitate knowledge transfer and documentation.

Stakeholder & Team Management

- Serve as the primary contact for business users, IT stakeholders, and vendors.
- Participate in governance meetings and prepare reporting dashboards.
- Maintain high team morale and foster a collaborative environment.

Continuous Improvement & Compliance

- Assess AMS delivery efficiency and implement best practices.
- Support audits and compliance requirements.
- Ensure adherence to ITIL processes and AMS best practices.