Manager | Project Management (PMO) | Bengaluru | SAP | DSA Consumer & TMT

DeloitteKA, IN23h ago

Full-timevia indeed

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Job Description

Own overall **AMS service delivery**, project governance, and operational performance.
Act as the primary point of contact for the customer for AMS\-related matters.
Manage **incidents, service requests, problems, changes, releases, and enhancements** in accordance with agreed SLAs and OLAs.
Monitor **SLAs, service quality, backlog, aging, productivity, and customer satisfaction**.
**Lead daily/weekly/monthly governance meetings and prepare management dashboards and service reports.**
Manage AMS team capacity, utilization, workload allocation, onboarding, and performance. Manage **CR/enhancement lifecycle**, including estimation, prioritization, resource planning, approvals, execution, and billing where applicable.
Identify and manage operational risks, dependencies, escalations, and service\-impacting issues.
Ensure adherence to ITIL processes, customer governance, security requirements, and organizational standards.
Support transition of new applications/processes into AMS and ensure proper knowledge transfer and documentation.
Identify opportunities for **service expansion, automation, and additional AMS business**.
Manage senior stakeholder relationships and executive escalations.

**10 years** of experience in SAP application support/AMS.
**Should have handled 1\-2 E2E implementation projects and multiple AMS projects as project manager**
Strong understanding of **SAP S/4HANA and SAP ECC** environments with **functional background**.
Strong Analytical and MIS Skills
Experience managing multi\-disciplinary teams across SAP functional and technical areas.
Strong knowledge of **ITIL/ITSM processes**, SLA management, incident/problem/change management.
Strong understanding of application support metrics, governance, pooled capacity planning.
Experience working with global customers and distributed delivery teams.
Strong stakeholder management, communication, negotiation, and escalation\-management skills.