SAP AMS Service Manager [HFD] Lyon
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Job Location:
Monthly Salary:
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Role SAP AMS lead
Technology SAP Service Delivery
Location Lyon France
Job Description
As an SAP AMS (Application Management Services) Lead one need tooversee the daily operations maintenance and support of SAP systems (ECC or S/4HANA) ensuring high system stability and compliance with SLAs. Key responsibilities include managing offshore/onshore support teams ticket resolution escalation management change management stakeholder communication and driving continuous improvement in service delivery.
Your Role
Service Delivery & SLA Management:Own end-to-end AMS delivery ensuring incidents problems and service requests are resolved within SLA targets.
Escalation Management: Drive timely resolution of critical escalations by coordinating across teams ensuring transparency accountability and clear communication with stakeholders.
Team Leadership:Lead and mentor a team of functional and technical SAP consultants managing shift schedules escalations and performance. Coordinate with the service lead counterpart in offshore and assist in managing the services provided to customer.
Governance & Reporting:Conduct daily weekly and monthly governance meetings and service reviews with stakeholders to report performance.
Change & Release Management:Manage minor enhancements and change requests ensuring smooth implementation into production.
Technical/Functional Expertise:Act as a Subject Matter Expert (SME) in at least one key SAP module (e.g. FICO MM SD) to guide troubleshooting.
Relationship Management:Act as the primary interface with customer IT and business stakeholders.
Problem Management and Continuous Service Improvements: Drive effective problem management for the incidents and requests in SAP prepare and execute service improvement plans including AI enabled operations.
Experience:15 years of experience in SAP support maintenance or consulting and minimum of 5 years of leading AMS delivery
System Knowledge:Understanding of SAP S/4HANA or SAP ECC environments.
Technical Skills:Proficiency in ITIL processes ticket handling and tools like ServiceNow or SAP Solution Manager.
Leadership Skills:Strong communication escalation management and team-handling experience.
Networking Skills: Should demonstrate strong networking skills by building meaningful professional relationships facilitating collaboration and leveraging connections across the Infosys teams and third-party support providers.
Well versed with the SAP maintenance services
Understanding of ITIL best practices and service operations
Proficiency in French and English. German will be an advantage.
Ability to clearly communicate technology issues plans and solutions from both a business perspective and a technical perspective providing pros and cons for recommended solutions
Understanding methodologies and their interaction with other business processes / applications
Experience of working with global delivery models / remote teams including offshore nearshore and multi-cultural teams
Good interpersonal skills and demonstrated ability to work in a team including mentoring team members
Analytical and Communication skills
Project talent management and thought leadership
PMP certification and any SAP Functional Certification will be added advantage
Overview
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation.
With over four decades of experience in managing the systems and workings of global enterprises we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills expertise and ideas from our innovation ecosystem.
All aspects of employment at Infosys are based on merit competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.
Required Experience:
Manager
Key Skills
About Company
Welcome to Infosys Careers for Experienced Professionals As a leading provider of next-generation consulting, technology and outsourcing solutions, we are dedicated to helping organizations in over 46 countries to renew their core and simultaneously innovate into new frontiers. Whilst ... View more
