SAP Support Services Associate Manager
Company:New Era Technology
Location:India, 24x7 delivery objectives
Languages:English
Seniority level:Manager, 3-5 years
Experience:3-5 years
Skills:
LeadershipProject ManagementAgileExcel VBAPeople ManagementSAPSAP ABAPSAP EWMSCRUMJiraMicrosoft ExcelCustomer serviceDevOpsAccount ManagementTroubleshootingClient relationship managementStakeholder managementChange ManagementPowerPoint
Requirements:
3-5 years of experience in offshore SAP AMS/support and project implementation lifecycles. Strong exposure to SAP Support environments, client management, and ticket handling. Experience leading internal delivery teams (10–25 resources) in a shared support model. Sound knowledge of ITSM tools (ServiceNow, Jira, Freshdesk, or ConnectWise). Advanced reporting skills in MS Excel and PowerPoint. Hands-on experience working in offshore/onshore delivery models. Familiarity with DevOps, Agile, and Scrum methodologies. SAP Functional or Technical module training/certification (added advantage).
Responsibilities:
Manage SAP AMS clients, overseeing deliveries, SLAs, and budgets. Serve as primary client contact for support matters and escalations. Track and report user ticket progress, ensuring timely resolution. Manage and de-escalate critical incidents. Perform delivery performance analysis and recommend improvements. Define requirements, timelines, and support arrangements with users. Facilitate support team in solutioning and issue resolution. Prepare and deliver service performance reports; conduct client reviews. Assist in client retention strategies and ensure customer satisfaction. Review change request proposals. Identify new business opportunities within existing accounts. Lead transition and onboarding of new SAP AMS clients. Conduct lessons-learned and service improvement workshops. Provide peer review and coaching for delivery teams. Ensure compliance with Information Security Management System (ISMS) requirements. Manage shifts for 24x7 delivery objectives.
