About the role

Overseeing SAP AMS operations and leading SAP support teams remotely from Canada. Ensuring adherence to SLAs and managing vendor relationships for outsourced SAP support.

Responsibilities

Oversee daily SAP AMS operations, including incident, problem, change, and release management.
Lead and mentor SAP support teams, including internal staff and outsourced vendors.
Act as the primary liaison between business stakeholders, clients, and technical teams.
Ensure strict adherence to SLAs (Service Level Agreements), ITIL processes, and internal governance frameworks.
Identify and implement continuous improvement initiatives for SAP support and service delivery.
Manage vendor relationships, contracts, and service performance for outsourced SAP support.
Handle escalations, resolve complex issues, and manage transitions of projects to AMS support.
Maintain and develop processes, procedures, documentation, and enforce best practices for SAP system maintenance and support.
Assist in onboarding and growing AMS accounts, with a focus on retaining clients and managing profitability.

Strong background (5- 8+ years) as a Service Delivery Manager or Service Manager in SAP AMS environments.
Extensive hands-on functional or technical SAP consulting experience from one of the modules (FI, CO, SD, MM, PP, ABAP/technical).
Proficiency in incident, change, and problem management processes; ability to manage service delivery metrics and reporting.
Experience managing both onshore and offshore cross-cultural teams.
Ability to analyze service performance data, interpret trends, and recommend solutions.
ITIL certification or experience working in ITIL-governed environments is preferred.
Excellent stakeholder management, communication, leadership, and problem-solving skills.
Broad knowledge of SAP integration and infrastructure, including cloud deployment and agile methodologies.