This role focuses on leading SAP Application Management Services (AMS) engagements, ensuring exceptional service delivery and strict adherence to contractual Service Level Agreements (SLAs). The ideal candidate will excel in managing incident and service request lifecycles across all priority levels (P1 to P4). Key responsibilities include driving operational excellence, nurturing strong client relationships, implementing effective process improvements, strategically reducing ticket volumes, and leveraging cutting-edge AI-driven solutions to significantly enhance service efficiency and client satisfaction.

The position requires a dynamic leader adept at combining service delivery excellence with proactive customer management, continuous process optimization, and AI-driven transformation to deliver tangible business value.

Oversee end-to-end delivery of SAP AMS/Operate services and ensure robust SLA compliance for all incident priorities. Lead Major Incident Management, coordinating war-room calls for critical issues and ensuring timely resolution of incidents, service requests, and problem tickets. Act as the main client contact, conducting regular governance and service reviews, while building strong relationships through proactive communication and issue resolution. Coordinate with SAP functional and technical teams, track deliverables, manage escalations, and ensure team accountability for project timelines and quality standards. Develop and refine Standard Operating Procedures (SOPs), ensuring adherence to ITIL-based processes and driving automation and standardization across support functions. Analyze ticket trends to devise and execute ticket reduction strategies, implement knowledge management, and champion continuous improvement initiatives. Identify and implement AI, GenAI, and automation opportunities to boost service productivity and measure AI-driven benefits. Prepare and present operational dashboards and management reports, tracking key metrics and providing executive-level insights for service enhancements.

A Bachelor's degree in Engineering, Information Technology, Computer Science, or a related discipline is required. Possess over 10 years of experience in IT service delivery, with a substantial background in SAP AMS/Operate engagements. Demonstrate a strong understanding of SAP support landscapes, including SAP S/4HANA, ECC, SAP Basis, and various functional modules. Proven experience managing P1, P2, P3, and P4 incidents within strict SLA commitments and a solid grasp of ITIL processes and service management frameworks. Familiarity with ITSM tools such as ServiceNow, Jira, or Remedy is essential. Significant client-facing and stakeholder management experience is expected, coupled with strong analytical, problem-solving, and communication skills. Experience with AI/GenAI-driven service management solutions and automation platforms is highly desirable, along with a track record in operational excellence initiatives.