Join a leading team as an experienced SAP Operate Project Manager, driving excellence in SAP Application Management Services (AMS). This role focuses on ensuring high-quality service delivery and strict adherence to contractual SLAs.

Responsibilities include managing incident and service request lifecycles, fostering operational excellence, and building strong client relationships. You will implement process improvements, work towards reducing ticket volumes, and leverage AI-driven solutions to enhance service efficiency and client satisfaction.

Oversee end-to-end SAP AMS/Operate service delivery and manage all incident priorities (P1, P2, P3, P4) to ensure SLA compliance. Lead major incident management, coordinate war rooms for critical issues, and conduct regular SLA reviews with corrective actions.

Act as the main client contact, conducting governance and service reviews to build robust customer relationships. Drive team accountability, track deliverables, manage escalations, and mentor team members for continuous improvement.

Develop and enhance Standard Operating Procedures (SOPs) aligned with ITIL, identify bottlenecks, and drive automation. Analyze ticket trends to implement reduction strategies and enhance knowledge management for better first-time resolution. Explore and implement AI, GenAI, and automation tools to boost productivity and reduce manual effort.

A Bachelor's degree in Engineering, Information Technology, Computer Science, or a related field is required, complemented by 10+ years of IT service delivery experience, particularly in SAP AMS/Operate engagements.

Essential skills include a strong grasp of SAP support landscapes (SAP S/4HANA, ECC, SAP Basis, functional modules) and proven experience managing P1-P4 incidents within SLAs. Proficiency in ITIL processes, service management frameworks, and ITSM tools like ServiceNow, Jira, or Remedy is crucial.

Demonstrated client-facing and stakeholder management capabilities are necessary, alongside strong analytical, problem-solving, and communication skills. Certifications such as ITIL Foundation/Intermediate or SAP certifications are advantageous, as is experience with AI/GenAI service management solutions and automation platforms.