SAP Project Manager

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

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.