Software Engineering Intern contributing to Tonal’s product roadmap while developing AI - assisted automation solutions. Collaborating with engineering teams to leverage new technologies and boost productivity.
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.
Requirements
- 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.
Benefits
- Employees can work remotely
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Degree requirement
No Education Requirement
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