An experienced SAP Operate Project Manager is needed to lead SAP Application Management Services (AMS) engagements. This role focuses on ensuring high-quality service delivery and strict adherence to contractual Service Level Agreements (SLAs).

The ideal candidate will possess strong expertise in managing incident and service request lifecycles across various priority levels (P1-P4). Key responsibilities include driving operational excellence, cultivating robust client relationships, implementing effective process improvements, actively reducing ticket volumes, and strategically leveraging AI-driven solutions to enhance overall service efficiency and deliver measurable business value.

Own the complete delivery of SAP AMS/Operate services, diligently monitoring and managing SLA compliance for all incident priorities. Ensure the timely resolution of incidents, service requests, and problem tickets, while also leading Major Incident Management and coordinating critical war-room calls.

Serve as the primary liaison for client stakeholders, conducting regular governance, service, and operational reviews. Foster strong customer relationships through proactive communication and issue resolution, driving customer satisfaction and enhancing the service delivery experience.

Coordinate SAP functional and technical teams for efficient ticket resolution, tracking deliverables, escalations, and resource utilization. Foster accountability and adherence to project timelines and quality standards, mentoring team members and promoting ownership and continuous improvement.

Develop, maintain, and enhance Standard Operating Procedures (SOPs), ensuring compliance with ITIL-based processes. Identify operational bottlenecks for optimization initiatives and drive automation and standardization across support processes.

Analyze ticket trends and root causes to develop and execute ticket reduction strategies through problem management and preventive actions. Implement knowledge management practices and drive continuous improvement for increased operational efficiency.

Identify and drive the adoption of AI, GenAI, and automation tools for service management. Implement automation initiatives to reduce manual effort and improve support productivity, measuring and reporting AI-driven benefits.

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

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

Demonstrate a strong understanding of SAP support landscapes, including SAP S/4HANA, ECC, SAP Basis, and functional modules. Proven experience managing P1-P4 incidents within SLA commitments and a solid grasp of ITIL processes and service management frameworks are essential.

Proficiency with ITSM tools such as ServiceNow, Jira, or Remedy is necessary. The role demands proven client-facing and stakeholder management capabilities, alongside strong analytical, problem-solving, and communication skills.

ITIL Foundation or Intermediate Certification is beneficial. SAP Certification(s) are a plus, as is experience with AI/GenAI-driven service management solutions and automation platforms. A proactive leadership approach combining service delivery excellence, customer management, process optimization, and AI-driven transformation is key to delivering measurable business value.