Job Description
GENERAL SUMMARY
Primarily responsible for day-to-day SAP application managed services support for multiple customers.
They apply well-honed consulting, service delivery management skills to ensure quality of support delivered and customer satisfaction.
ESSENTIAL FUNCTIONS
o Managing all support needs for multiple assigned customers
o Build / manage relationships with key customer stake holders
o Conduct new customer onboarding
o Help build / maintain customer specific change control procedures
o Ticket triage, resource management, invoice management and other management activities for
assigned customers
o To work closely with all necessary parties involved to ensure success of the AMS support
practice
o Partake in the deliverable development of the AMS setup
o Partake in any Continuous Improvement initiatives on top of existing workload to further
improve current processes within the organization
o Fully comply with and adhere to all the standard AMS process & procedures that are developed.
o Developing and presenting conclusions and recommendations to senior client management
o Overseeing the quality of deliverables
o Managing executive level client relationships
o Leading, coaching, developing and supervising the efforts of junior staff
REQUIRED QUALIFICATIONS, EXPERIENCE AND SKILLS :
o At least 7 years of IT management experience
o 5 years of leadership responsibility managing mid to large size teams and influencing senior level
management and key stakeholders
o Experience managing an SAP implementation or support team with small and midsize enterprises
SMBs) is a preferred
o Ability to multi task, handling multiple tickets with multiple customers and prioritize
appropriately
o Interpersonal skills : strong presentation / communication / facilitation / leadership skills (oral and
written)
o Ability to work independently, guide clients, understand business processes and work cohesively
with project team members.
o The ability to effectively operate independently and in a team environment
o Outstanding verbal and written communication skills including presentation skills (MS
PowerPoint, Visio) and oral presentation skills including presentation and facilitation
o An MBA or other relevant advanced degree is preferred
WORKING CONDITIONS : Home office
Home office
Occasional travel to customer sites is required
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