- Own the end-to-end delivery of SAP Application Management Services (AMS) across multiple customers
- Ensure adherence to contracted SLAs, KPIs, and service credits, with a strong focus on service quality and customer satisfaction
- Monitor and manage incident, service request, and problem queues to ensure timely and effective resolution
- Drive effective incident, problem, and change management practices in line with ITIL and DyFlex AMS standards
- Provide regular service reporting, dashboards, and trend analysis to internal and customer stakeholders
- Proactively manage service risks, escalations, and customer expectations
- Act as the primary service delivery escalation point for AMS customers
- Build strong, trusted relationships with customer IT and business stakeholders
- Lead service review meetings and facilitate continuous improvement discussions
- Partner with onshore DyFlex leaders to align service delivery with contractual, commercial, and strategic objectives
- Lead, mentor, and develop the Philippines-based AMS support team
- Ensure effective workload allocation, rostering, and on-call coverage
- Foster a high-performance, customer-centric, and collaborative team culture
- Support onboarding, training, and ongoing capability uplift across SAP modules
- Promote strong knowledge-sharing practices, high-quality documentation, and solution reuse
- Identify opportunities to improve service efficiency, quality, and automation
- Drive continuous improvement in ticket processes, documentation, and knowledge bases
- Support the transition of new customers or project work into steady-state AMS delivery
- Ensure service delivery aligns with SAP best practices and DyFlex delivery standards
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