Sap Project Manager_ITIL_August Joiners_Hyderabad

RiDiK; Hyderabad; Hybrid; INR 1,400,000 - 1,800,000; Full time

Job summary

RiDiK in Hyderabad seeks an experienced SAP Project Manager to lead SAP AMS operations and ITIL/ITSM governance. You will drive service excellence, manage stakeholders, and oversee end-to-end service delivery across SAP applications.

The role requires hands-on leadership of incident, change, problem, and release management, plus RCA and continuous improvement initiatives to enhance service quality, productivity, and cost efficiency.

Qualifications

• Extensive experience managing SAP AMS operations and service delivery.
• Strong ITIL/ITSM governance and incident/problem/change processes.
• Proven ability to drive RCA, continuous improvement, and automation.

Responsibilities

• Manage end-to-end SAP AMS operations across multiple SAP apps/modules.
• Lead L1/L2/L3 support teams and ensure optimal resource utilization.
• Own service delivery, SLA/KPI performance and incident handling.
• Coordinate with business stakeholders and customers as the primary contact.
• Oversee incident, problem, change, release, and service management.
• Ensure timely resolution of critical production incidents (P1/P2).
• Drive continual improvement and automation within the AMS environment.
• Monitor dashboards and operational metrics to govern service quality.

Skills

SAP AMS

ITIL

ITSM

Stakeholder management

Tools

SAP ERP

Job description

We are looking for an experienced SAP Project Manager with strong expertise in ITIL, IT Service Management (ITSM), and SAP Application Managed Services (AMS). The candidate will be responsible for managing end-to-end SAP AMS operations, ensuring SLA compliance, driving service excellence, managing stakeholders, and leading continuous improvement initiatives.

Key Responsibilities

• Manage end-to-end SAP AMS operations across multiple SAP applications/modules.
• Lead L1/L2/L3 support teams and ensure effective resource utilization.
• Own overall service delivery, SLA, KPI, and operational performance.
• Act as the primary point of contact for business stakeholders and customers.
• Manage Incident, Problem, Change, Request, Release, and Service Management processes.
• Ensure timely resolution of P1/P2 and other critical production incidents.
• Drive Root Cause Analysis (RCA) and preventive actions for recurring incidents.
• Monitor service performance through dashboards, reports, and operational metrics.
• Ensure compliance with agreed SLAs, OLAs, and KPIs.
• Lead regular service review meetings with business stakeholders and leadership.
• Identify operational risks and implement mitigation plans.
• Manage escalations and ensure effective communication during critical incidents.
• Drive continuous improvement and automation initiatives across the AMS environment.
• Identify opportunities to improve service quality, productivity, cost efficiency, and customer experience.
• Manage resource planning, capacity, utilization, onboarding, and skill development.
• Coordinate with SAP functional, technical, infrastructure, security, and integration teams.
• Manage vendors and third-party service providers wherever applicable.
• Support transition and transformation activities from implementation/project teams into AMS.
• Ensure proper knowledge transfer, documentation, SOPs, and operational readiness.
• Manage project/service budgets, timelines, risks, dependencies, and deliverables.
• Ensure adherence to organizational governance, compliance, and ITSM processes.

ITIL / ITSM Responsibilities

• Strong understanding of ITIL-based service management practices.
• Hands-on experience managing:
• Incident Management
• Major Incident Management
• Problem Management
• Change Management
• Release Management
• Service Request Management
• Knowledge Management
• Service Level Management
• Configuration/Asset Management
• Establish and monitor ITSM governance and operational processes.
• Drive continual service improvement based on ITIL principles.
• Ensure proper escalation and communication mechanisms for critical incidents.
• Review SLA breaches and implement corrective and preventive measures.