Lead comprehensive Application Management Services (AMS) delivery and operational excellence. This role serves as the primary customer liaison for all AMS-related activities, ensuring seamless service delivery and operational performance. The position demands a strategic thinker capable of managing complex projects and stakeholder relationships within a global context.

Drive efficiency through robust project governance, performance monitoring, and proactive risk management. The ideal candidate will foster a culture of continuous improvement, identifying opportunities for service enhancement, automation, and business expansion within the AMS domain.

This is a key leadership role focused on maintaining high service quality, managing team dynamics, and ensuring alignment with ITIL best practices and organizational standards.

Oversee all aspects of AMS service delivery, including project governance and operational performance. Act as the main customer contact for AMS-related inquiries and issues. Manage incidents, service requests, problems, changes, releases, and enhancements to meet SLAs and OLAs. Continuously monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction metrics. Lead governance meetings and prepare essential management dashboards and service reports. Manage AMS team capacity, utilization, workload, onboarding, and performance. Administer the CR/enhancement lifecycle from estimation to billing. Identify and mitigate operational risks, dependencies, escalations, and service disruptions. Ensure strict adherence to ITIL processes, customer governance, security protocols, and organizational standards. Facilitate the smooth transition of new applications and processes into AMS, ensuring thorough knowledge transfer and documentation. Seek and implement opportunities for service expansion, automation, and additional AMS business. Cultivate and manage senior stakeholder relationships, including executive escalations.

Requires a minimum of 10 years of experience in SAP application support or AMS. Proven experience managing 1-2 End-to-End implementation projects and multiple AMS projects as a Project Manager. Possess a strong understanding of SAP S/4HANA and SAP ECC environments, complemented by a functional background. Demonstrate strong analytical and MIS skills. Experience in managing multi-disciplinary teams across various SAP functional and technical domains. In-depth knowledge of ITIL/ITSM processes, SLA management, and core incident, problem, and change management procedures. Solid understanding of application support metrics, governance frameworks, and pooled capacity planning. Previous experience working with global customers and distributed delivery teams is essential. Exhibit strong stakeholder management, communication, negotiation, and escalation-management capabilities.