Technical Project Manager

Job description

The SAP AMS Support Manager will lead the end-to-end delivery of an enterprise SAP L1/L2 AMS service. The manager will provide service accountability across operations, governance, SLA management, stakeholder communication, continuous improvement and coordination with internal and external resolver groups. Key Responsibilities Key Responsibilities Own overall service delivery across the in-scope SAP applications and support towers. Manage onsite, regional and offshore functional and technical resources. Oversee shift coverage, workload allocation, service continuity and on-call arrangements. Ensure adherence to incident, problem, change, request and knowledge-management processes. Track: SLA and KPI performance Ticket volumes and aging Open backlog Major incidents Recurring problems Change performance Knowledge-management progress Improvement initiatives Lead operational reviews, service reviews and continuous-improvement forums. Coordinate major incidents, stakeholder communications and executive escalations. Ensure clear ownership between L1/L2, L3, infrastructure, middleware, security and third-party teams. Review the quality and completeness of RCA reports and permanent-fix actions. Govern CAB readiness, change scheduling and production-deployment compliance. Maintain demand and capacity visibility across tickets, releases, hypercare, plant deployments and non-ticket activities. Govern the transition of new applications, releases and locations into BAU support. Maintain scope discipline and identify work falling outside the agreed support boundary. Lead knowledge-management reviews and service-readiness assessments. Maintain a continuous-improvement backlog covering automation, productivity, incident reduction and service quality. Ensure that the team maintains required application, process, tool and operational knowledge. Skill Requirements Required Skills and Experience Significant experience managing SAP AMS or enterprise application-support services. Strong knowledge of ITIL-aligned incident, problem, change, request and knowledge management. Experience managing global onsite/offshore and shift-based support teams. Strong SLA, KPI, governance and major-incident-management capability. Working knowledge of SAP MM, PP, EWM, Integration, ABAP, Fiori, monitoring and Security. Experience with ServiceNow or another enterprise ITSM platform. Strong commercial awareness and ability to manage scope, demand and capacity. Excellent written, verbal, presentation and stakeholder-management skills Other Requirements Apply now Information at a Glance Why HCLTech? At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 230,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2026 totaled $14.8 billion. Disclaimer Privacy Statement Terms of use Sitemap Raise a Grievance We use cookies on our site. Please read more about cookies policy here. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. Opens in a new tab. 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