Join our Enterprise Technology & Performance team as an SAP Operate Project Manager. You will lead SAP Application Management Services (AMS) engagements, ensuring top-tier service delivery and adherence to contractual SLAs. This role is crucial for driving operational excellence, fostering strong client relationships, and implementing innovative, AI-driven solutions to enhance service efficiency.

Your responsibilities will span managing incident and service request lifecycles, improving processes, reducing ticket volumes, and leveraging advanced technologies to optimize service performance.

Lead end-to-end delivery of SAP AMS/Operate services, rigorously monitoring and managing SLA compliance across all incident priorities (P1-P4).

Oversee Major Incident Management, coordinate war-room calls for critical issues, and conduct regular SLA reviews with corrective actions.

Serve as the primary client contact, conducting governance and review meetings to build robust relationships and enhance customer satisfaction.

Coordinate SAP functional and technical teams, track deliverables, manage escalations, and mentor team members to foster a culture of ownership and continuous improvement.

Develop and maintain SOPs, ensure ITIL process compliance, and drive automation and standardization across support processes.

Analyze ticket trends, implement ticket reduction strategies, and drive continuous improvement initiatives.

Identify and leverage AI, GenAI, and automation tools to enhance service management and productivity.

Prepare and present operational dashboards and management reports, tracking key metrics and providing executive-level recommendations.

A Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field is required.

Possess over 10 years of IT service delivery experience, with substantial exposure to SAP AMS/Operate engagements.

Demonstrate strong understanding of SAP support landscapes (SAP S/4HANA, ECC, SAP Basis, functional modules) and experience managing P1-P4 incidents within SLA commitments.

Exhibit strong knowledge of ITIL processes and service management frameworks, coupled with experience in ITSM tools like ServiceNow, Jira, or Remedy.

Proven client-facing and stakeholder management skills are essential, along with robust analytical, problem-solving, and communication abilities.