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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SAP Program Manager - **Company:** LTM Inc - **Location:** Avon Lake, OH, United States - **Salary:** $140,000.0 - $150,000.0 - **Contract:** Internship / Graduate position - **Skills:** Advanced Business Application Programming (ABAP), Data Analysis, Issue Tracking Systems, Knowledge Management, SAP ERP, PRINCE2, Software Maintenance, SAP (Applications), SAP FI/CO, SAP Logistics, SAP Materials Management, SAP Project Management, SAP Sales and Distribution, SAP Application Management Services, SAP PP (Production Planning), Mttr, SAP S/4HANA - **Published:** June 18, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=fd4b8726e9b2e322 ## About the Role Do you have experience in Vendor communication?, + SAP AMS Delivery (Application Maintenance & Support) + Incident, Problem & Change Management * Expertise in managing KPIs, SLAs, and large-scale support engagements. * Deep understanding of SAP modules: * + SAP S/4HANA / ECC + SD, MM, FI, PP, Basis, Security, Integration * Experience in managing: * + Distributed onsite-offshore teams + Multi-vendor ecosystem * Strong leadership, communication, and stakeholder management skills., * Bachelor's or Master's degree in Engineering / IT / Business * 12-20+ years of SAP experience with significant AMS Program Management exposure * Certifications preferred: * + PMP / PRINCE2 + ITIL + SAP S/4HANA (preferred) Key Success Factors * Strong customer relationship & trust-building capability * Ability to handle high-pressure escalation scenarios * Focus on operational excellence and continuous improvement * Strong decision-making and leadership presence * Proven ability to drive both AMS stability and transformation initiatives simultaneously Role Value Proposition This role is critical in ensuring: * Stable SAP operations with improved KPIs * High customer satisfaction and stakeholder confidence * Successful delivery of business-critical SAP initiatives * Seamless collaboration across global delivery teams, Mandatory Skills : Project Governance, Project Planning ## Description The SAP Program Manager is responsible for end-to-end ownership of SAP AMS engagements and strategic project delivery, ensuring operational excellence, SLA adherence, and high customer satisfaction. This role acts as the single point of accountability for AMS performance, stakeholder engagement, escalation management, and delivery of critical SAP initiatives. The position requires strong expertise in incident management, KPI governance (MTTR, SLA, backlog aging), stakeholder communication, and global delivery coordination across onsite and offshore teams. Key Responsibilities 1. End-to-End SAP AMS Program Management * Lead and manage full lifecycle of SAP AMS operations, including transition, stabilization, and steady-state support. * Ensure seamless execution of: * + Incident Management + Service Request (SR) management + Problem & Change Management * Drive service excellence through adherence to SLAs/OLAs, ensuring consistent operational delivery. * Establish robust governance frameworks (daily/weekly/monthly reviews, dashboards, QBRs). 2. KPI & Performance Management * Own and continuously improve AMS KPIs such as: * + MTTR (Mean Time to Resolve) + Incident closure rate + SR aging + Backlog reduction & SLA compliance * Analyze trends and provide data-driven insights for continuous improvement. * Drive proactive initiatives like: * + Root cause analysis (RCA) + Automation and runbook optimization + Shift-left and knowledge management 3. Customer & Stakeholder Relationship Management * Act as trusted advisor and primary interface to customer leadership (Business & IT). * Build and maintain strong executive relationships, ensuring high CSAT. * Conduct: * + Monthly KPI reviews + Quarterly Business Reviews (QBR) + Service improvement plans * Translate technical performance into business impact and value realization. 4. Escalation Management (SPOC Role) * Act as the Single Point of Contact (SPOC) for all escalations (P1/P2 incidents). * Drive war-room calls and ensure timely resolution of high priority issues. * Coordinate with: * + Functional teams + Technical teams (Basis/ABAP/Security/BTP) + Infrastructure & third-party vendors * Ensure clear communication cadence with customer leadership during outages. 5. Critical Time-Bound Project Delivery * Manage and deliver high-priority SAP projects, enhancements, and transformation initiatives alongside AMS. * Ensure projects are: * + Delivered on time, within scope and budget + Aligned with customer business priorities * Oversee: * + Planning, execution, testing, and go-live + Risk management and mitigation strategies + Dependency and inter-program alignment. 6. Onsite-Offshore Delivery Leadership * Act as a bridge between lean onsite teams and large offshore delivery organizations. * Ensure: * + Clear communication and alignment across geographies + Efficient resource utilization + High-quality deliverables from offshore teams * Lead cross-functional SAP teams across modules (SD, MM, FI/CO, PP, ABAP, Basis, Integration). 7. Governance, Risk & Compliance * Establish program governance structures, including: * + SteerCo meetings + Status reporting + Risk and issue tracking * Identify risks proactively and implement mitigation strategies. * Ensure compliance with: * + ITIL processes + Organizational policies + Audit and regulatory requirements 8. Continuous Improvement & Value Delivery * Drive continuous service improvement initiatives across AMS engagement. * Introduce: * + Automation + Knowledge base (KEDB/runbooks) + Process optimization * Shift AMS from reactive support to proactive value-driven delivery. ## Related Videos - [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) - [What Developers Get Wrong About Application Quality](https://www.wearedevelopers.com/videos/233-what-developers-get-wrong-about-application-quality) - [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) - [Replacing Excel with SAP APIs & Python validation](https://www.wearedevelopers.com/videos/1944-replacing-excel-with-sap-apis-python-validation) - [Migrating half a million users to a new payment service provider](https://www.wearedevelopers.com/videos/730-migrating-half-a-million-users-to-a-new-payment-service-provider) ## Related Articles - [From developer to manager – what does it take to become an engineering manager?](https://www.wearedevelopers.com/magazine/42-from-developer-to-manager-what-does-it-take-to-become-an-engineering-manager) - [Should Tech Managers Be Developers First? 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