SAP AMS Service Manager

SAP AMS Service Manager is responsible for the overall management of SAP Application Management Services across SAP ECC and S/4HANA landscapes. This role ensures stable SAP operations, SLA adherence, meeting KPI metrics, incident / problem /change governance, and continuous improvement. The Service Manager acts as the single point of contact (SPOC) for the client, leads the support teams, drives operational excellence, and ensures high customer satisfaction., * Lead SAP AMS Delivery & Operations Management and Act as SPOC for client IT, business stakeholders, and leadership.

• Manage day-to-day SAP AMS operations across SD, MM, FI/CO, PP, QM, EWM, WM, Basis, Security, and technical teams.
• Ensure end-to-end ownership of Incident, Service Request, Problem, Change, and Release Management and continuous innovation within streams
• Drive SLA/KPI compliance, backlog reduction, ticket aging management, and service stability.
• Coordinate functional and technical resolution across SAP modules and integrated systems.
• Conduct weekly/monthly governance reviews and provide insights on service performance.
• Manage escalations and ensure timely, transparent communication.
• Partner with business process owners to align services with business priorities.
• Provide dashboards covering SLA metrics, trends, RCA summaries, and continuous improvement initiatives.
• Apply ITIL best practices across SAP support operations.
• Ensure high-quality incident triage, classification, root cause analysis (RCA), and preventive actions.
• Govern SAP changes: CAB approval, impact analysis, transport coordination, and release planning.
• Oversee knowledge management: SOPs, work instructions, and technical knowledge base.
• Coordinate SAP transport management, release cycles, and regression testing.
• Plan and track small projects: upgrades, patching, legal changes, and localization updates.
• Define KT plans, shadow-reverse-shadow cycles, SOP creation, and acceptance criteria.
• Ensure readiness of AMS team before go-live of newly onboarded applications.
• Manage onshore/offshore delivery teams across SAP functional, technical, and Basis streams.
• Allocate work, monitor utilization, and ensure optimal resourcing.
• Mentor team members, conduct capability development, and drive performance improvement.
• Identify opportunities to reduce ticket volumes through:

• Root cause elimination
• Process optimization
• Fiori/UI5 simplifications
• Automation (RPA/Scripts/Bots)

• Drive productivity and cost optimization initiatives with measurable value.
• Ensure SAP operations comply with audit, SOX, and internal controls.
• Coordinate with SAP Security and Basis teams for user access, role management, and system health.
• Support vulnerability management, patching cycles, and compliance reporting

• Must have 15+ years of Strong proven experience in AMS delivery, SOW preparation, SLA governance, and Operations KPIs., * Must have understanding of SAP ECC/S/4HANA architecture, modules, integrations, transports, and Basis operations.

• Working knowledge of cross-module integration: OTC, P2P, RTR, Manufacturing, EWM, GRC, PI/PO, CPI.

• Experience working with ticketing tools (ServiceNow, Remedy, Jira).

• Strong command of ITIL v3/v4 and SAP support operating models.

• Experience handling multi-vendor, multi-region AMS frameworks.

• Excellent communication and stakeholder handling.

• Strong analytical and problem-solving skills.

• Ability to manage distributed teams across time zones.

• High ownership, accountability, and customer-centric mindset.

• ITIL Foundation/Intermediate certification/ PMP/Prince2/Agile certification (Good to Have).

• Nice to have Experience in supporting SAP landscapes for industries such as Retail, CPG, Automotive, Manufacturing, Pharma, etc.

Today, the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture, the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you., Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.