SAP Project Manager
Summary
Leads the SAP Application Management Services (AMS) function at a pharma company in Mumbai: running post-implementation support, SLA/KPI management, incident and change processes, and minor enhancements across SAP modules (FI/CO, MM, SD, PP, QM, WM, ABAP) on S/4HANA. Office-based 5 days a week.
The SAP AMS Project Manager is responsible for overseeing the delivery of SAP Application Management Services, ensuring smooth post-implementation support, system maintenance, and continuous improvement. This role involves managing service-level agreements (SLAs), coordinating with stakeholders, and leading a team of SAP consultants to deliver high-quality support across SAP modules.
Mandatory Requirements:
• Experience in Pharma is mandatory
• Required to go to office all the 5 Days per week
• Should be working experience in any one SAP module
Key Responsibilities
Service Delivery & Operations
- Lead AMS team to support SAP modules (FI/CO, MM, SD, PP, QM,WM, ABAP etc.)
- Manage incident, problem, and change management processes.
- Ensure SLAs and KPIs are consistently met or exceeded.
- Monitor system performance and drive root cause analysis for recurring issues.
Project & Enhancement Management
- Plan and manage minor enhancements, break-fix work, and service requests.
- Coordinate with functional and technical consultants for issue resolution and improvements.
- Facilitate knowledge transfer and documentation.
Stakeholder & Team Management
- Serve as the primary contact for business users, IT stakeholders, and vendors.
- Participate in governance meetings and prepare reporting dashboards.
- Maintain high team morale and foster a collaborative environment.
Continuous Improvement & Compliance
- Assess AMS delivery efficiency and implement best practices.
- Support audits and compliance requirements.
- Ensure adherence to ITIL processes and AMS best practices.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 5+ years of experience in SAP project management, with at least 3 years in AMS.
- Experience with SAP S/4HANA environments.
- Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA.
- SAP Experience in relevant modules.
- Strong leadership, communication, and problem-solving skills.
- Knowledge of ITIL framework and AMS methodologies.
Preferred Skills
- PMP or equivalent project management certification.
- Experience in managing AMS transitions and hypercare phases.
- Upper-intermediate or higher proficiency in English.
Key Performance Indicators (KPIs)
Service Delivery KPIs
- Incident Resolution Time: Average time taken to resolve incidents.
- First-Time Fix Rate: Percentage of issues resolved without escalation.
- SLA Compliance Rate: Percentage of tickets resolved within agreed SLA timelines.
- System Uptime: Percentage of time SAP systems are available and operational.
Project & Enhancement KPIs
- Enhancement Delivery Timeliness: Percentage of enhancements delivered on or before the planned date.
- Change Request Cycle Time: Average time taken to implement approved changes.
- Defect Density: Number of defects per enhancement or release.
Customer Satisfaction KPIs
- User Satisfaction Score (CSAT): Feedback rating from end-users or business stakeholders.
- Stakeholder Engagement Index: Frequency and quality of interactions with key stakeholders.
Team & Resource Management KPIs
- Resource Utilization Rate: Percentage of time team members are productively engaged.
- Knowledge Retention & Documentation: Completeness and accuracy of support documentation and knowledge base.
- Training & Skill Development Hours: Time invested in upskilling AMS team members.
Financial & Compliance KPIs
- Budget Adherence: Actual spend vs. planned budget for AMS operations.
- Audit Compliance Rate: Number of successful audits without major findings.
- License & Contract Compliance: Adherence to SAP licensing and vendor contracts.