Sr. Service Manager - SAP AMS

Job Description

Qualitest is seeking a Senior Service Manager to join our Enterprise Team, focusing on delivering best-in-class SAP Application Management Services (AMS). This is a remote position based in the United States, offering flexibility and the chance to work with top-tier professionals in the industry.

Key Responsibilities

• Oversee the daily operations of the SAP AMS team, ensuring incidents, service requests, and changes are addressed promptly and in alignment with defined SLAs.
• Lead root cause analysis for recurring issues, implementing corrective actions to prevent future occurrences.
• Oversee the change management process within SAP environments, ensuring all changes are rigorously tested, approved, and deployed with minimal disruption.
• Manage relationships with external vendors, ensuring they meet SLAs and deliver high-quality services.
• Act as the main point of contact for business stakeholders regarding SAP AMS services.
• Identify and implement process improvements to enhance the efficiency of AMS operations, reduce downtime, and drive customer satisfaction.
• Lead and mentor a team of SAP support professionals (both internal staff and external resources), driving high-performance and service excellence.

Requirements

• Education: Bachelor’s degree in information technology, Computer Science, or a related field (master’s degree is a plus).
• Proven experience managing large-scale SAP environments, including ECC6 and S/4HANA.
• Strong expertise in ITIL processes (Incident Management, Problem Management, Change Management, Service Level Management).