Senior Project Manager

Role overview

Service delivery and governance

• Own SAP AMS across functional, technical, Basis, security, integration and reporting workstreams.
• Act as primary customer-facing delivery leader and escalation point, ensuring service quality, business continuity and contractual compliance.
• Manage SLAs, KPIs, OLAs, service credits, backlog, ticket aging, resolution quality, availability and customer satisfaction.
• Lead ITIL-aligned incident, major incident, problem, change, release, service request, knowledge and configuration management.
• Establish daily, weekly, monthly and quarterly governance reviews and report risks, issues, actions and dependencies.
• Coordinate critical incident response, communications, root-cause analysis, corrective actions and prevention of recurring defects.

Functional delivery and team leadership

• Provide functional leadership for RTR or PTP, reviewing designs and changes against finance, procurement and control objectives.
• Manage demand, enhancements, releases, testing, cutover, hypercare and transition to support.
• Lead capacity planning, staffing, utilization, shift coverage, succession planning, training and cross-skilling for distributed teams.
• Own delivery budgets, forecasts, effort consumption, productivity, profitability, change requests and margin improvement.
• Drive automation, self-service, shift-left, knowledge reuse, monitoring and continual service improvement.
• Coordinate with customer leadership, business process owners, SAP centers of excellence, vendors and infrastructure teams.

RTR and PTP expertise

• RTR expertise includes SAP FI/CO general ledger, AP/AR integration, asset and bank accounting, cost/profit centers, intercompany, allocations, period-end/year-end close, reporting, reconciliation, controls and integrations.
• PTP expertise includes SAP MM requisitioning, sourcing support, purchase orders, services, inventory, goods receipt, invoice verification, three-way matching, vendor master, payments, release strategies, subcontracting and procurement controls.
• PTP integration includes FI/CO, WM/EWM, Ariba and related solutions.

Experience and qualifications

• 15–18 years overall SAP experience, including substantial SAP AMS or production-support leadership.
• At least five years in service delivery, engagement management, program management or equivalent customer-facing leadership.
• Deep expertise in either RTR (FI/CO) or PTP (MM with FI integration); complementary value-stream knowledge is preferred.
• Strong SAP ECC and/or S/4HANA experience across support, enhancements, integrations, upgrades and service transitions.
• Proven management of large, multi-vendor, multi-location teams; experience with 24×7 services is preferred.
• Understanding of ITSM tools such as ServiceNow or Solution Manager, operational dashboards, reporting and knowledge management.
• Bachelor’s degree in Engineering, Computer Science, Information Systems, Finance, Supply Chain or a related discipline.
• ITIL certification is strongly preferred; PMP, PRINCE2, Scrum, SAP Activate or relevant SAP certification is advantageous.
• Excellent English communication, executive presentation, negotiation, conflict resolution and stakeholder-management skills; Arabic is an advantage.

Security and work setting

• Work in a controlled, mission-critical and audit-intensive environment with confidentiality, need-to-know access, secure communication and data-residency requirements.
• Follow privileged-access, segregation-of-duties, vulnerability remediation, emergency-change, audit and security-incident procedures.
• Customer-mandated screening, access authorization and onsite requirements apply where applicable.

Success measures

• Meet agreed service-level, availability, resolution and customer-satisfaction targets; reduce critical incidents, backlog, aging and repeat defects.
• Complete audits and close security, compliance and control observations on time.
• Improve productivity, automation adoption, knowledge coverage, stability and cost efficiency.
• Deliver enhancements, releases, transitions and business-critical period-end activities predictably.
• Maintain team capability, stakeholder confidence and delivery profitability.