Project Manager (AMS)

Job Description AMS Project Manager

Position Overview

The AMS Project Manager will be responsible for end-to-end delivery and governance of Application Management Services (AMS) engagements, ensuring stable operations, SLA compliance, continuous improvement, customer satisfaction, and effective management of the AMS team.

Key Responsibilities

• Own overall AMS service delivery, project governance, and operational performance.
• Act as the primary point of contact for the customer for AMS-related matters.
• Manage incidents, service requests, problems, changes, releases, and enhancements in accordance with agreed SLAs and OLAs.
• Monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction.
• Lead daily/weekly/monthly governance meetings and prepare management dashboards and service reports.
• Manage AMS team capacity, utilization, workload allocation, onboarding, and performance. Manage CR/enhancement lifecycle, including estimation, prioritization, resource planning, approvals, execution, and billing where applicable.
• Identify and manage operational risks, dependencies, escalations, and service-impacting issues.
• Ensure adherence to ITIL processes, customer governance, security requirements, and organizational standards.
• Support transition of new applications/processes into AMS and ensure proper knowledge transfer and documentation.
• Identify opportunities for service expansion, automation, and additional AMS business.
• Manage senior stakeholder relationships and executive escalations.

Required Skills & Experience

• 8–10 years of experience in SAP application support/AMS.
• Should have handled 1-2 E2E implementation projects and multiple AMS projects as project manager
• Strong understanding of SAP S/4HANA and SAP ECC environments with functional background.
• Strong Analytical and MIS Skills
• Experience managing multi-disciplinary teams across SAP functional and technical areas.
• Strong knowledge of ITIL/ITSM processes, SLA management, incident/problem/change management.
• Strong understanding of application support metrics, governance, pooled capacity planning.
• Experience working with global customers and distributed delivery teams.
• Strong stakeholder management, communication, negotiation, and escalation-management skills.

Key Performance Indicators

Area

KPIs

Service Delivery

SLA compliance, availability, backlog, aging

Incident Management

MTTR, first-time resolution, priority-1/2 resolution

Customer

CSAT, escalations, governance effectiveness

Team

Utilization, productivity, attrition, capacity

Quality

Recurring incidents, RCA closure, defect leakage

Financial

Revenue, margin, cost, forecast accuracy

Improvement

Automation, ticket reduction, process improvements

Growth

CR revenue, upsell/cross-sell opportunities

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.