Join our dynamic Enterprise Technology & Performance team as an SAP Operate Project Manager in Mumbai. This role is crucial for leading SAP Application Management Services (AMS) engagements, ensuring top-tier service delivery and strict adherence to contractual Service Level Agreements (SLAs).

This position involves managing the entire lifecycle of incidents and service requests (P1-P4). You will be instrumental in driving operational excellence, cultivating strong client relationships, and implementing effective process improvements. A key focus will be on reducing ticket volumes and leveraging AI-driven solutions to significantly enhance service efficiency and productivity.

We are looking for a proactive leader who can seamlessly blend service delivery expertise, adept customer management, strategic process optimization, and cutting-edge AI-driven transformation to deliver tangible business value.

Oversee the end-to-end delivery of SAP AMS and Operate services, diligently monitoring and managing SLA compliance across all incident priorities (P1, P2, P3, P4). Ensure the swift and effective resolution of incidents, service requests, and problem tickets.

Lead major incident management efforts, coordinating war-room calls for critical P1/P2 issues, and conducting regular SLA reviews with a focus on implementing corrective actions for service enhancement. Act as the primary liaison for client stakeholders, facilitating governance meetings, service reviews, and operational discussions to foster robust customer relationships.

Coordinate closely with SAP functional and technical teams, tracking deliverables, escalations, and resource utilization to ensure accountability and adherence to project timelines and quality benchmarks. Mentor team members, promoting a culture of ownership and continuous improvement.

Develop and maintain Standard Operating Procedures (SOPs), ensuring compliance with ITIL-based processes for incident, problem, change, and service request management. Identify operational bottlenecks and champion process optimization initiatives, driving automation and standardization across all support functions.

Analyze ticket trends and root causes to develop and execute effective ticket reduction strategies through problem management and preventive measures. Implement robust knowledge management practices to boost first-time resolution rates and drive continuous improvement in operational efficiency.

Identify opportunities to integrate AI, GenAI, automation tools, and intelligent monitoring solutions to enhance service delivery. Drive the adoption of AI-powered capabilities for knowledge management, ticket triaging, and self-service, while measuring and reporting on AI-driven benefits, such as ticket reduction and accelerated resolution times.

Prepare and present comprehensive operational dashboards and management reports, tracking key metrics like SLA compliance, MTTR, backlog, ticket aging, CSAT, and ticket reduction. Provide executive-level status updates and strategic recommendations for service enhancements.

Possess a Bachelor's degree in Engineering, Information Technology, Computer Science, or a closely related field. Bring over 10 years of dedicated IT service delivery experience, with substantial exposure to SAP AMS/Operate engagements.

Demonstrate a strong understanding of SAP support landscapes, including SAP S/4HANA, ECC, SAP Basis, and various functional modules. Showcase proven experience in managing P1, P2, P3, and P4 incidents while consistently meeting SLA commitments.

Exhibit comprehensive knowledge of ITIL processes and established service management frameworks. Familiarity with ITSM tools such as ServiceNow, Jira, or Remedy is essential. Possess demonstrated client-facing and stakeholder management capabilities, coupled with strong analytical, problem-solving, and communication skills.

ITIL Foundation or Intermediate Certification is advantageous. SAP Certifications are a plus. Experience with AI/GenAI-driven service management solutions and proficiency in automation platforms and operational excellence initiatives are highly valued.