Job Description: SAP AMS Service Manager
Position: SAP AMS Service Manager
Location: Singapore
Employment Type: Permanent, Full-Time

Job Purpose:
This role ensures the overall support and stability of SAP Application Maintenance and Support (AMS) operations. The position involves managing outsourced vendors and internal support teams responsible for delivering high-quality support to AMS customers. The Service Desk Manager will act as the primary point of contact for issue escalation and resolution, ensuring alignment with organizational objectives and customer satisfaction.

Responsibilities:

Vendor and Customer Management:
- Manage relationships for selected AMS partners.
- Serve as the point of contact for clients’ issue escalation, resolution, and project initiation.
- Collaborate with business units and AMS support partners to meet business demands.
Operations Management:
- Oversee day-to-day AMS support operations, including incident management, change management, problem management, and service requests.
- Ensure adherence to SLAs, generate status reports, and maintain dashboards.
- Drive the transition of projects to support.
Process and Standards Development:
- Develop and enforce efficient procedures, processes, and guidelines.
- Follow applicable standards, methodologies, and best practices for system maintenance and support.
Stakeholder Communication:
- Provide proactive status updates to relevant stakeholders.
- Strengthen customer relationships to enable cross-selling or upselling of SAP products and services.

Qualifications and Experience:

Experience:
- 3-5+ years of experience as a Service Delivery Manager in SAP AMS operations.
- Hands-on SAP functional (Logistics module) or technical consulting experience in projects or support services.
- Proven ability to manage customer stakeholders, including business users and IT managers, as well as external vendors.
Skills:
- Proficiency in incident management, change management, problem management, and service delivery metrics.
- Experience in SAP AMS support operations, including SLA management and report generation.
- Strong understanding of project-to-support transitions.

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