SAP AMS Service Manager

As an SAP AMS (Application Management Services) Lead, one need to oversee the daily operations, maintenance, and support of SAP systems (ECC or S/4HANA), ensuring high system stability and compliance with SLAs. Key responsibilities include managing offshore/onshore support teams, ticket resolution, escalation management, change management, stakeholder communication, and driving continuous improvement in service delivery.

Your Role

• Service Delivery & SLA Management: Own end-to-end AMS delivery, ensuring incidents, problems, and service requests are resolved within SLA targets.
• Escalation Management: Drive timely resolution of critical escalations by coordinating across teams, ensuring transparency, accountability, and clear communication with stakeholders.
• Team Leadership: Lead and mentor a team of functional and technical SAP consultants, managing shift schedules, escalations, and performance. Coordinate with the service lead counterpart in offshore and assist in managing the services provided to customer.
• Governance & Reporting: Conduct daily, weekly, and monthly governance meetings and service reviews with stakeholders to report performance.
• Change & Release Management: Manage minor enhancements and change requests, ensuring smooth implementation into production.
• Technical/Functional Expertise: Act as a Subject Matter Expert (SME) in at least one key SAP module (e.g., FICO, MM, SD) to guide troubleshooting.
• Relationship Management: Act as the primary interface with customer IT and business stakeholders.
• Problem Management and Continuous Service Improvements: Drive effective problem management for the incidents and requests in SAP, prepare and execute service improvement plans including AI enabled operations.

• Experience: 15+ years of experience in SAP support, maintenance, or consulting and minimum of 5+ years of leading AMS delivery
• System Knowledge: Understanding of SAP S/4HANA or SAP ECC environments.
• Technical Skills: Proficiency in ITIL processes, ticket handling, and tools like ServiceNow, or SAP Solution Manager.
• Leadership Skills: Strong communication, escalation management, and team-handling experience.
• Networking Skills: Should demonstrate strong networking skills by building meaningful professional relationships, facilitating collaboration, and leveraging connections across the Infosys teams and third-party support providers.

Preferred

• Well versed with the SAP maintenance services
• Understanding of ITIL best practices and service operations
• Proficiency in French and English. German will be an advantage.
• Ability to clearly communicate technology issues, plans and solutions from both a business perspective and a technical perspective providing pros and cons for recommended solutions
• Understanding methodologies and their interaction with other business processes / applications
• Experience of working with global delivery models / remote teams including offshore, nearshore and multi-cultural teams
• Good interpersonal skills and demonstrated ability to work in a team, including mentoring team members
• Analytical and Communication skills
• Project, talent management and thought leadership
• PMP certification and any SAP Functional Certification will be added advantage

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.