SAP AMS Delivery Lead

SAP AMS Delivery Lead

Company: Qentelli
Location: Hyderabad
Experience: 7-12 Years
Employment Type: Full-Time

Job Summary

Qentelli is looking for an experienced SAP AMS Delivery Lead to own and drive end-to-end SAP Application Managed Services (AMS) delivery. The ideal candidate will have strong experience in SAP AMS support, S/4HANA, service governance, incident/problem/change management, production support, and stakeholder management.

The candidate will provide technical and operational leadership across multiple SAP towers, including Functional, Basis, CPI, EDI, ABAP, and Fiori, while ensuring SLA compliance, service quality, operational stability, and continuous service improvement.

Key Responsibilities

• Own end-to-end SAP AMS service delivery, ensuring adherence to SLAs, KPIs, and agreed service commitments.
• Lead and support critical L3 incidents, ensuring timely resolution, effective escalation, and minimal business impact.
• Provide technical leadership and coordination across SAP Functional, Basis, CPI, EDI, ABAP, and Fiori towers.
• Drive Incident, Problem, and Change Management processes in alignment with service management standards.
• Lead Major Incident Management, including coordination, communication, resolution tracking, and post-incident reviews.
• Drive Root Cause Analysis (RCA) and corrective/preventive actions for recurring and critical incidents.
• Lead Hypercare support during SAP implementations, migrations, upgrades, releases, and production go-lives.
• Ensure effective service governance, operational reviews, reporting, and stakeholder communication.
• Drive Continuous Service Improvement (CSI) initiatives to improve service quality, efficiency, and customer satisfaction.
• Lead CAB reviews and oversee production changes, releases, and deployments to ensure controlled implementation.
• Review and monitor production support activities, risks, escalations, and service performance.
• Manage team capacity, utilization, staffing, resource allocation, mentoring, and performance across SAP support teams.
• Coordinate with SAP RISE, business stakeholders, third-party vendors, and technology partners to resolve issues and deliver business objectives.
• Identify operational risks and proactively implement mitigation and improvement plans.
• Establish strong relationships with business and IT stakeholders and provide regular service status updates and governance reports.
• Ensure compliance with organizational processes, security standards, and SAP AMS best practices.

Qualifications

• 712 years of overall SAP experience, with significant experience in SAP AMS/Application Support and Service Delivery.
• Strong ha nds-on experience in SAP AMS Support and production support environments.
• Experience working with SAP S/4HANA environments.
• Strong understanding of Incident, Problem, and Change Management processes.
• Proven experience in Major Incident Management, L3 incident resolution, RCA,and production support.
• Experience leading SAP Hypercare activities for implementations, upgrades, migrations, or go-lives.
• Strong understanding of SAP service governance, SLA/KPI management, and Continuous Service Improvement (CSI).
• Ability to coordinate and provide leadership across multiple SAP towers, including Functional, Basis, CPI, EDI, ABAP, and Fiori.
• Strong stakeholder management and communication skills, with the ability to interact with business users, IT leadership, SAP RISE teams, and third-party vendors.
• Experience managing team capacity, utilization, staffing, mentoring, and delivery performance.
• Experience with release management, deployment coordination, CAB processes, and production change management.
• Strong analytical, problem-solving, escalation-management, and decision-making skills.
• Ability to work effectively in a fast-paced, customer-facing AMS environment.

Certifications

Mandatory:

• Relevant SAP certification in a functional or technical module/technology area.

Preferred:

• SAP S/4HANA certification.
• SAP RISE knowledge/certification.
• ITIL Foundation certification.