SAP AMS Service Delivery Manager

Kuala Lumpur - Malaysia

Monthly Salary: MYR 3 - 5

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

SAP AMS SERVICE DELIVERY MANAGER
(Malaysia)

KEY RESPONSIBILITIES:

Service Coordination: Oversee daily AMS service delivery focusing on service coordination incident

handling and ensuring smooth business operations in alignment with service management practices.

Incident & Request Management:
- Log track and manage incidents and service requests using ITSM tools.
- Perform initial analysis and escalate technical issues as needed.
- Ensure incidents are resolved within agreed SLAs and documented appropriately.
Coordination & Communication:
- Act as a liaison between client stakeholders internal IT teams and delivery teams.
- Communicate service updates incident statuses and planned changes clearly and professionally.
- Participate in regular service review meetings and contribute to improvement discussions.
Compliance & Documentation:
- Maintain accurate documentation of operational procedures incidents and changes.
- Support audit and reporting activities by providing necessary records and insights.
Continuous Service Improvement:
- Identify recurring issues and propose process or system improvements.
- Support testing and validation of changes and enhancements.
- Contribute to knowledge base and training materials for end users and support teams.
Team Management: Manage AMS consultants ensuring team members achieve performance KPIs and deliver high-quality customer service.

Requirements

Bachelors degree in Information Technology Business or related field.
35 years of experience in IT support or SAP AMS roles preferably in a managed services or outsourced environment.
Familiarity with ITIL framework and service management tools (e.g. ServiceNow Jira Remedy).
Basic understanding of SAP systems (S/4HANA SAP B1) and related business processes.
Strong coordination communication and problem-solving skills.
Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.
Diplomatic but assertive in conflict resolution and problem solving balancing the needs of individuals clients and the organization.
Fluent in English proficiency is a plus.
Stable career history: yearly job changes are not acceptable.

If this role sparks your interest feel free to reach out to Kevin Chong ()for more details.

Required Experience:

Manager

SAP AMS SERVICE DELIVERY MANAGER (Malaysia)KEY RESPONSIBILITIES:Service Coordination: Oversee daily AMS service delivery focusing on service coordination incidenthandling and ensuring smooth business operations in alignment with service management practices.Incident & Request Management:Log track an...

SAP AMS SERVICE DELIVERY MANAGER
(Malaysia)

KEY RESPONSIBILITIES:

Service Coordination: Oversee daily AMS service delivery focusing on service coordination incident

handling and ensuring smooth business operations in alignment with service management practices.

Incident & Request Management:
- Log track and manage incidents and service requests using ITSM tools.
- Perform initial analysis and escalate technical issues as needed.
- Ensure incidents are resolved within agreed SLAs and documented appropriately.
Coordination & Communication:
- Act as a liaison between client stakeholders internal IT teams and delivery teams.
- Communicate service updates incident statuses and planned changes clearly and professionally.
- Participate in regular service review meetings and contribute to improvement discussions.
Compliance & Documentation:
- Maintain accurate documentation of operational procedures incidents and changes.
- Support audit and reporting activities by providing necessary records and insights.
Continuous Service Improvement:
- Identify recurring issues and propose process or system improvements.
- Support testing and validation of changes and enhancements.
- Contribute to knowledge base and training materials for end users and support teams.
Team Management: Manage AMS consultants ensuring team members achieve performance KPIs and deliver high-quality customer service.

Requirements

Bachelors degree in Information Technology Business or related field.
35 years of experience in IT support or SAP AMS roles preferably in a managed services or outsourced environment.
Familiarity with ITIL framework and service management tools (e.g. ServiceNow Jira Remedy).
Basic understanding of SAP systems (S/4HANA SAP B1) and related business processes.
Strong coordination communication and problem-solving skills.
Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.
Diplomatic but assertive in conflict resolution and problem solving balancing the needs of individuals clients and the organization.
Fluent in English proficiency is a plus.
Stable career history: yearly job changes are not acceptable.