Project Manager (AMS)

The Silicon Partners; Dadri, Pune District, Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

The Silicon Partners is seeking an experienced AMS Project Manager to lead end-to-end delivery of SAP AMS engagements, ensuring stable operations, SLA compliance, governance, and customer satisfaction across client environments.

You will own incident, problem, change, and release management; run daily/weekly governance forums; develop management dashboards; manage AMS team capacity and billing support; and identify opportunities for automation and service expansion while aligning with ITIL

Qualifications

• 8–10 years of experience in SAP AMS
• Led 1–2 end-to-end implementation projects and multiple AMS projects as PM
• Strong ITIL/ITSM knowledge and SLA management
• Experience with global customers and distributed delivery teams

Responsibilities

• Own overall AMS service delivery, project governance, and operational performance.
• Act as the primary point of contact for the customer for AMS-related matters.
• Manage incidents, service requests, problems, changes, releases, and enhancements per SLAs/OLAs.
• Monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction.
• Lead governance meetings and prepare management dashboards and service reports.
• Manage AMS team capacity, utilization, workload, onboarding, and performance; manage CR/enhancement lifecycle including estimation, resource planning, approvals, execution, and billing.
• Identify and manage operational risks, escalations, and issues.
• Ensure adherence to ITIL processes, governance, security, and standards.
• Support transition of new applications/processes into AMS with knowledge transfer and documentation.
• Identify opportunities for automation and service expansion; manage senior stakeholder relationships.

Skills

SAP AMS

SAP S/4HANA

ITIL/ITSM

Stakeholder management

Governance reporting

Project management

SLA management

MIS skills

Multi-disciplinary teams

Education

Bachelor's degree in Engineering/Computer Science/Information Technology/Business Administration or related discipline

Tools

SAP ECC

SAP S/4HANA

Job description

Job Description AMS Project Manager

Position Overview

The AMS Project Manager will be responsible for end-to-end delivery and governance of Application Management Services (AMS) engagements, ensuring stable operations, SLA compliance, continuous improvement, customer satisfaction, and effective management of the AMS team.

Key Responsibilities

• Own overall AMS service delivery, project governance, and operational performance.
• Act as the primary point of contact for the customer for AMS-related matters.
• Manage incidents, service requests, problems, changes, releases, and enhancements in accordance with agreed SLAs and OLAs.
• Monitor SLAs, service quality, backlog, aging, productivity, and customer satisfaction.
• Lead daily/weekly/monthly governance meetings and prepare management dashboards and service reports.
• Manage AMS team capacity, utilization, workload allocation, onboarding, and performance. Manage CR/enhancement lifecycle, including estimation, prioritization, resource planning, approvals, execution, and billing where applicable.
• Identify and manage operational risks, dependencies, escalations, and service-impacting issues.
• Ensure adherence to ITIL processes, customer governance, security requirements, and organizational standards.
• Support transition of new applications/processes into AMS and ensure proper knowledge transfer and documentation.
• Identify opportunities for service expansion, automation, and additional AMS business.
• Manage senior stakeholder relationships and executive escalations.

Required Skills & Experience

• 8–10 years of experience in SAP application support/AMS.
• Should have handled 1-2 E2E implementation projects and multiple AMS projects as project manager
• Strong understanding of SAP S/4HANA and SAP ECC environments with functional background.
• Strong Analytical and MIS Skills
• Experience managing multi-disciplinary teams across SAP functional and technical areas.
• Strong knowledge of ITIL/ITSM processes, SLA management, incident/problem/change management.
• Strong understanding of application support metrics, governance, pooled capacity planning.
• Experience working with global customers and distributed delivery teams.
• Strong stakeholder management, communication, negotiation, and escalation-management skills.

Key Performance Indicators

Area

KPIs

Service Delivery

SLA compliance, availability, backlog, aging

Incident Management

MTTR, first-time resolution, priority-1/2 resolution

Customer

CSAT, escalations, governance effectiveness

Team

Utilization, productivity, attrition, capacity

Quality

Recurring incidents, RCA closure, defect leakage

Financial

Revenue, margin, cost, forecast accuracy

Improvement

Automation, ticket reduction, process improvements

Growth

CR revenue, upsell/cross-sell opportunities

Education

Bachelor's degree in Engineering, Computer Science, Information Technology, Business Administration, or a related discipline.