SAP Project Manager

Required Qualifications

• Bachelor’s degree in Computer Science, Information Systems, or related field. 5+ years of experience in SAP project management, with at least 3 years in AMS. Experience with SAP S/4HANA environments. Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA. SAP Experience in relevant modules. Strong leadership, communication, and problem-solving skills. Knowledge of ITIL framework and AMS methodologies.
• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5+ years of experience in SAP project management, with at least 3 years in AMS.
• Experience with SAP S/4HANA environments.
• Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA.
• SAP Experience in relevant modules.
• Strong leadership, communication, and problem-solving skills.
• Knowledge of ITIL framework and AMS methodologies.

Preferred Skills

• PMP or equivalent project management certification. Experience in managing AMS transitions and hypercare phases. Upper-intermediate or higher proficiency in English.
• PMP or equivalent project management certification.
• Experience in managing AMS transitions and hypercare phases.
• Upper-intermediate or higher proficiency in English.
• Key Performance Indicators (KPIs)
• Service Delivery KPIs
• Incident Resolution Time: Average time taken to resolve incidents.
• First-Time Fix Rate: Percentage of issues resolved without escalation.
• SLA Compliance Rate: Percentage of tickets resolved within agreed SLA timelines.
• System Uptime: Percentage of time SAP systems are available and operational.
• Project & Enhancement KPIs
• Enhancement Delivery Timeliness: Percentage of enhancements delivered on or before the planned date.
• Change Request Cycle Time: Average time taken to implement approved changes.
• Defect Density: Number of defects per enhancement or release.
• Customer Satisfaction KPIs
• User Satisfaction Score (CSAT): Feedback rating from end-users or business stakeholders.
• Stakeholder Engagement Index: Frequency and quality of interactions with key stakeholders.
• Team & Resource Management KPIs
• Resource Utilization Rate: Percentage of time team members are productively engaged.
• Knowledge Retention & Documentation: Completeness and accuracy of support documentation and knowledge base.
• Training & Skill Development Hours: Time invested in upskilling AMS team members.
• Financial & Compliance KPIs
• Budget Adherence: Actual spend vs. planned budget for AMS operations.
• Audit Compliance Rate: Number of successful audits without major findings.
• License & Contract Compliance: Adherence to SAP licensing and vendor contracts.

Service Delivery KPIs

Project & Enhancement KPIs

Customer Satisfaction KPIs

Team & Resource Management KPIs

Financial & Compliance KPIs

Service Delivery & Operations

Project & Enhancement Management

Stakeholder & Team Management

Continuous Improvement & Compliance

Responsibilities

• Lead AMS team to support SAP modules (FI/CO, MM, SD, PP, QM,WM, ABAP etc.)
• Manage incident, problem, and change management processes.
• Ensure SLAs and KPIs are consistently met or exceeded.
• Monitor system performance and drive root cause analysis for recurring issues.
• Plan and manage minor enhancements, break-fix work, and service requests.
• Coordinate with functional and technical consultants for issue resolution and improvements.
• Facilitate knowledge transfer and documentation.
• Serve as the primary contact for business users, IT stakeholders, and vendors.
• Participate in governance meetings and prepare reporting dashboards.
• Maintain high team morale and foster a collaborative environment.
• Assess AMS delivery efficiency and implement best practices.
• Support audits and compliance requirements.
• Ensure adherence to ITIL processes and AMS best practices.