SAP AMS Service Manager [HFD] Lyon
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Monthly Salary:
Posted on:
19 hours ago
Vacancies:
1 Vacancy
Job Summary
Role SAP AMS Service manager
Location France
Region - Lyon
Job Description
Today the corporate landscape is dynamic and the world ahead is full of possibilities! None of the amazing things we do at Infosys would be possible without an equally amazing culture the environment where ideas can flourish and where you are empowered to move forward as far as your ideas will take you.
At Infosys we assure that your career will never stand still we will inspire you to build whats next and we will navigate further together. Our journey of learnability values and trusted relationships with our clients continue to be the cornerstones of our organization and these values are upheld only because of our people.
Your Role
SAP AMS Service Manager is responsible for the overall management of SAP Application Management Services across SAP ECC and S/4HANA landscapes. This role ensures stable SAP operations SLA adherence meeting KPI metrics incident / problem /change governance and continuous improvement. The Service Manager acts as the single point of contact (SPOC) for the client leads the support teams drives operational excellence and ensures high customer satisfaction.
Key Responsibilities
Lead SAP AMS Delivery & Operations Management and Act as SPOC for client IT business stakeholders and leadership.
Manage day-to-day SAP AMS operations across SD MM FI/CO PP QM EWM WM Basis Security and technical teams.
Ensure end-to-end ownership of Incident Service Request Problem Change and Release Management and continuous innovation within streams
Drive SLA/KPI compliance backlog reduction ticket aging management and service stability.
Coordinate functional and technical resolution across SAP modules and integrated systems.
Conduct weekly/monthly governance reviews and provide insights on service performance.
Manage escalations and ensure timely transparent communication.
Partner with business process owners to align services with business priorities.
Provide dashboards covering SLA metrics trends RCA summaries and continuous improvement initiatives.
Apply ITIL best practices across SAP support operations.
Ensure high-quality incident triage classification root cause analysis (RCA) and preventive actions.
Govern SAP changes: CAB approval impact analysis transport coordination and release planning.
Oversee knowledge management: SOPs work instructions and technical knowledge base.
Coordinate SAP transport management release cycles and regression testing.
Plan and track small projects: upgrades patching legal changes and localization updates.
Define KT plans shadowreverse-shadow cycles SOP creation and acceptance criteria.
Ensure readiness of AMS team before golive of newly onboarded applications.
Manage onshore/offshore delivery teams across SAP functional technical and Basis streams.
Allocate work monitor utilization and ensure optimal resourcing.
Mentor team members conduct capability development and drive performance improvement.
Identify opportunities to reduce ticket volumes through:
Root cause elimination
Process optimization
Fiori/UI5 simplifications
Automation (RPA/Scripts/Bots)
Drive productivity and cost optimization initiatives with measurable value.
Ensure SAP operations comply with audit SOX and internal controls.
Coordinate with SAP Security and Basis teams for user access role management and system health.
Support vulnerability management patching cycles and compliance reporting
Skills
Must have 15 years of Strong proven experience in AMS delivery SOW preparation SLA governance and Operations KPIs.
Must have understanding of SAP ECC/S/4HANA architecture modules integrations transports and Basis operations.
Working knowledge of cross-module integration: OTC P2P RTR Manufacturing EWM GRC PI/PO CPI.
Experience working with ticketing tools (ServiceNow Remedy Jira).
Strong command of ITIL v3/v4 and SAP support operating models.
Experience handling multi-vendor multi-region AMS frameworks.
Excellent communication and stakeholder handling.
Strong analytical and problem-solving skills.
Ability to manage distributed teams across time zones.
High ownership accountability and customer-centric mindset.
ITIL Foundation/Intermediate certification/ PMP/Prince2/Agile certification (Good to Have).
Nice to have Experience in supporting SAP landscapes for industries such as Retail CPG Automotive Manufacturing Pharma etc.
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
- Business Process
- Key Stakeholders
- Module
- MM
- QM
- To-Be
- ABAP
- Project Management
- HR
- Java
- BPC
- ECC
- SAP Project
- FICO
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
