Job Description

GENERAL SUMMARY

Primarily responsible for day-to-day SAP application managed services support for multiple customers.
They apply well-honed consulting, service delivery management skills to ensure quality of support delivered and customer satisfaction.

ESSENTIAL FUNCTIONS
o Managing all support needs for multiple assigned customers

o Build/manage relationships with key customer stake holders

o Conduct new customer onboarding

o Help build/maintain customer specific change control procedures

o Ticket triage, resource management, invoice management and other management activities for

assigned customers

o To work closely with all necessary parties involved to ensure success of the AMS support

practice

o Partake in the deliverable development of the AMS setup

o Partake in any Continuous Improvement initiatives on top of existing workload to further

improve current processes within the organization

o Fully comply with and adhere to all the standard AMS process & procedures that are developed.

o Developing and presenting conclusions and recommendations to senior client management

o Overseeing the quality of deliverables

o Managing executive level client relationships

o Leading, coaching, developing and supervising the efforts of junior staff

REQUIRED QUALIFICATIONS, EXPERIENCE AND SKILLS:

o At least 7 years of IT management experience

o 5 years of leadership responsibility managing mid to large size teams and influencing senior level

management and key stakeholders

o Experience managing an SAP implementation or support team with small and midsize enterprises

(SMBs) is a preferred

o Ability to multi task, handling multiple tickets with multiple customers and prioritize

appropriately

o Interpersonal skills: strong presentation/ communication / facilitation/ leadership skills (oral and

written)

o Ability to work independently, guide clients, understand business processes and work cohesively

with project team members.

o The ability to effectively operate independently and in a team environment

o Outstanding verbal and written communication skills including presentation skills (MS

PowerPoint, Visio) and oral presentation skills including presentation and facilitation

o An MBA or other relevant advanced degree is preferred

WORKING CONDITIONS:

 Home office

 Occasional travel to customer sites is required