Job description
We are seeking an experienced SAP Support Head to lead and manage our SAP S/4HANA Application Management Services (AMS) and Support Center. The ideal candidate should have 12+ years of overall SAP experience, including at least 5 years in a SAP Support Lead/Head role, with strong expertise in SAP SD, MM, or FICO modules and proven experience in managing large-scale SAP support engagements, teams, SLAs, and customer relationships.
Key Responsibilities
Lead and manage the SAP S/4HANA Support Center, ensuring high-quality service delivery and customer satisfaction. Own end-to-end SAP AMS operations including incident, problem, change, release, capacity, and performance management. Act as the Single Point of Contact (SPOC) for SAP support services across customers and internal stakeholders.
Manage support contracts, SLAs, resource planning, budgeting, utilization, and profitability of support engagements. Define support models, estimate support effort, and ensure adherence to agreed service levels. Drive continuous improvement in support processes, governance, reporting, and ITSM practices. Lead and mentor a team of SAP consultants, ensuring capability development and operational excellence.
Review ticket trends, identify improvement opportunities, and implement preventive and corrective actions. Collaborate with Sales and Delivery teams to support pre-sales activities and expand AMS opportunities within existing and new accounts. Prepare and present periodic service reviews, SLA reports, and operational dashboards to customers and management.
Manage customer escalations, risks, and service continuity plans effectively.
Required Skills
& Experience 12+ years of overall SAP experience with strong expertise in SAP SD, MM, or FICO. Minimum 5 years of experience as SAP Support Lead, AMS Lead, Service Delivery Manager, or Support Head. Strong hands-on experience in SAP S/4HANA Support and AMS operations. Good understanding of SAP business processes, configuration, master data, transactions, and integration points.
Experience managing large support teams, multiple customers, SLAs, KPIs, and support governance. Hands-on experience with ticketing and ITSM tools such as Service. Now, Jira, Freshservice, Remedy, or equivalent. Strong stakeholder management, customer engagement, escalation management, and service delivery capabilities.
Experience in resource planning, utilization management, budgeting, and support contract management. Excellent communication, leadership, presentation, and team management skills.
Preferred Qualifications
SAP Certification in SD, MM, or FICO. Exposure to SAP Fiori applications and SAP support best practices. Experience in transitioning customers into AMS support models and managing global support engagements. Bachelor's Degree in Engineering, Computer Science, Information Technology, Commerce, Finance, or a related field.