AMS Manager

Job Description

· We are seeking an experienced SAP AMS Manager to lead post-go-live Application Management Services for a large-scale SAP S/4HANA environment.

· The role will own the AMS operating model, service delivery, SLA/KPI performance, support organisation, transition to steady state, and continuous improvement.

· The successful candidate should have strong SAP S/4HANA support experience, ITIL-aligned service management expertise, and experience managing SAP support services within government, defence, or highly regulated environments.

Key Responsibilities

· Own the SAP AMS operating model, including service catalogue and L1–L3 support structure. Manage incident, problem, change, and release management processes.

· Own SLA/KPI performance, service reporting, penalties, and service credits.

· Lead the transition from project hypercare to steady-state AMS, including knowledge transfer, runbooks, and CMDB establishment.

· Manage AMS teams, on-call rosters, escalations, and coordination with SAP and third-party partners.

· Oversee enhancements, patches, upgrades, and legal/statutory changes.

· Drive RCA, problem elimination, automation, and continuous service improvement.

· Establish and maintain service governance with business and technology stakeholders.

· Ensure compliance with security, access-control, and classified-information handling requirements.

· Work closely with service owners and senior leadership to manage risks, performance, and service quality.

Requirements

· 10+ years of SAP experience, including at least 5 years managing SAP AMS/support services.

· Proven experience owning at least one end-to-end SAP S/4HANA AMS/support engagement.

· Strong knowledge of ITIL-aligned Incident, Problem, Change, and Release Management.

· Experience managing SLA/KPI performance and service governance.

· Proven experience leading large SAP support teams and transition activities.

· Strong understanding of hypercare-to-AMS transition, knowledge transfer, runbooks, and CMDB.

· Experience working within government, defence, or highly secure/regulated environments is highly preferred.

· Excellent stakeholder management, leadership, communication, and problem-solving skills.

· Bachelor's degree in a relevant discipline. Certifications Required: ITIL

· Foundation – Current SAP Activate awareness

· ITIL Managing Professional / Expert PMP or PRINCE2 SAP S/4HANA certification CISM or ISO 27001

· Lead Auditor Preferred Experience Defence or public-sector SAP environments.

· Restricted or air-gapped environments with controlled remote access.

· Managing security-cleared support teams and onsite support requirements.

· Large-scale SAP estates with complex vendor and partner ecosystems.