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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SAP AMS Service Manager - **Company:** Infosys Limited - **Location:** Lyon, France - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Artificial Intelligence, Application Lifecycle Management, SAP ERP, SAP (Applications), SAP Business Suiteing, SAP Plant Maintenance, SAP Sales and Distribution, SAP Solution Manager, Os Ticket, SAP S/4HANA, Servicenow - **Published:** August 6, 2026 - **Apply:** https://sjobs.brassring.com/TGnewUI/Search/home/HomeWithPreLoad?partnerid=25633&siteid=5439&PageType=JobDetails&jobid=2241806 ## About the Role * 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 ## Description 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. ## Related Videos - [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management) - [When AI Runs the Business: The Reality of Enterprise-Wide Automation](https://www.wearedevelopers.com/videos/100124-when-ai-runs-the-business-the-reality-of-enterprise-wide-automation) - [Headless by Design: Building Enterprise Systems That Agents Can Actually Use](https://www.wearedevelopers.com/videos/100092-headless-by-design-building-enterprise-systems-that-agents-can-actually-use) - [A guide for effective talent acquisition and sustainable integration of international employees](https://www.wearedevelopers.com/videos/1081-a-guide-for-effective-talent-acquisition-and-sustainable-integration-of-international-employees) - [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases) - [Robots are coming into the wild! 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