Service Manager

Jobtailor; Malaysia; On-site; MYR 300,000 - 540,000; Full time

Job summary

Jobtailor in Malaysia is seeking an experienced Senior SAP AMS Delivery Lead to own end-to-end service delivery, manage SLAs/KPIs, lead major incidents, and drive governance with ITIL best practices.

You will build trusted relationships with IT leadership, coordinate service reviews, optimize processes, and oversee contract scope, renewals, and invoicing while ensuring service continuity and customer satisfaction.

Qualifications

• 15-20 years of experience in project delivery.
• Proven SAP AMS service delivery leadership.
• Strong ITIL governance and incident/change management skills.
• Experience with contract management and billing oversight.
• Stakeholder engagement with senior IT leadership.

Responsibilities

• Ensure AMS adheres to SLA and KPI targets.
• Lead major incident management and timely resolution.
• Prepare and conduct regular service reviews and governance forums.
• Analyze AMS performance to identify improvements.
• Build trust-based relationships with customer IT leadership.
• Oversee SAP AMS to ensure stability and contractual commitments.
• Drive Continuous Service Improvement and automation opportunities.
• Monitor service performance and implement corrective actions.
• Manage resource capacity and succession planning.
• Oversee billing data review and invoicing accuracy.

Job description

Responsibilities

• Ensure that the AMS adheres to agreed SLA and KPI targets. Perform service level reporting and manage service escalations.
• Lead major incident management activities and ensure timely resolution of critical business‑impacting issues.
• Prepare and conduct regular service review meetings, governance forums, and customer jour fixes.
• Analyse AMS statistics and service performance trends to identify improvement opportunities and inputs for Problem and Change Management.
• Build trust‑based relationships with customer IT leadership and key business stakeholders.
• Manage the AMS contract, including quarterly and annual service reviews, scope adjustments, renewals, and claim management.
• Perform regular customer satisfaction reviews and proactively address improvement areas.
• Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, and reduction of recurring incidents.
• Ensure adherence to Incident, Problem, Change, Release, and Service Request Management processes in accordance with ITIL best practices.
• Prepare and present service dashboards, KPI reports, risk assessments, and improvement plan to customer and internal leadership.
• Govern service transition activities from projects to AMS support, ensuring operational readiness and successful knowledge transfer.
• Manage resource capacity, skills development, and succession planning to ensure sustainable service delivery.
• Oversee SAP application support services to ensure system stability, business continuity, and achievement of contractual commitments.
• Ensure availability and effective capacity planning of a qualified AMS team capable of delivering the agreed service scope and meeting SLA and KPI targets.
• Own and govern AMS processes including Incident, Service Request, Problem, Change, Release, and Knowledge Management in accordance with agreed procedures and ITIL best practices.
• Act as the primary point of contact for Change Management at the customer and oversee the evaluation, planning, approval, communication, and implementation of changes.
• Manage the scope, delivery, financials, and commercial aspects of change requests, ensuring alignment with contractual agreements and customer expectations.
• Lead the coordination of major incidents and ensure timely resolution of business‑critical issues while providing regular stakeholder communication and escalation management.
• Monitor service performance, identify trends and risks, and implement corrective actions to ensure service quality and operational stability.
• Drive Continuous Service Improvement initiatives, including process optimization, automation opportunities, reduction of recurring incidents, and increased service efficiency.
• Ensure effective knowledge management practices, including maintenance of documentation, standard operating procedures, and the customer knowledge base.
• Support service transition activities from projects to AMS support, ensuring successful knowledge transfer, operational readiness, and support model adoption.
• Manage demand forecasting, resource allocation, onboarding, and skills development to ensure sustainable service delivery.
• Train and develop customer support teams while promoting self‑service capabilities and continuous knowledge sharing.
• Manage third‑party vendors and subcontractors involved in service delivery and ensure alignment with agreed performance targets.
• Ensure timely review and approval of weekly timesheets and validate effort reporting against agreed work assignments and contractual commitments.
• Prepare and validate monthly billing data to support accurate and timely customer invoicing.
• Review monthly invoices and timesheets with the customer, ensuring transparency regarding billable and non‑billable activities, travel expenses, and other reimbursable costs.
• Monitor revenue realization, team utilization, project profitability, and financial performance against budget and forecast targets.
• Identify and resolve billing discrepancies and ensure compliance with contractual terms, Statements of Work (SOWs), and agreed commercial agreements.
• Support periodic forecasting, budgeting, revenue planning, and financial reporting activities.
• Conduct project, enhancement, and change request closure activities, including customer sign‑off, lessons learned, knowledge transfer, documentation updates, and operational handover where applicable.
• Maintain and update consultant profiles, skills inventories, and knowledge management repositories.
• Provide regular feedback on team and individual performance, support career development discussions, and contribute to talent and succession planning.
• Manage consultant workload, assignments, capacity, and travel requirements to ensure optimal productivity, employee well‑being, and work‑life balance.
• Provide regular performance feedback, coaching, and development guidance to support individual growth and continuous improvement.
• Foster a positive team culture focused on accountability, employee engagement, inclusion, and customer‑centric service delivery.
• Recognize and address performance, behavioural, or engagement issues in a timely and constructive manner.
• Encourage innovation, continuous learning, and process improvement initiatives within the team.

Requirements

• 15-20 years of experience in project delivery
• Manage SAP AMS service delivery within agreed SLAs, ensuring delivery excellence while maintaining time, budget, quality, and customer satisfaction targets.
• Ensure standardized and accurate tracking of service delivery activities, manage scope changes, consultant performance, budgets, profitability, and timely escalation of risks and issues.
• Act as the primary customer‑facing service lead, conducting regular service review meetings, communicating service performance, and building trusted stakeholder relationships.
• Ensure effective governance of Incident, Problem, Change, Release, and Request Management processes aligned with ITIL best practices.
• Monitor and report service KPIs and SLA performance, driving Continuous Service Improvement initiatives, process optimization, and automation opportunities. Manage resource planning, capacity forecasting, knowledge management, and service transition activities from project delivery to AMS support.
• Maintain oversight of the SAP application landscape and support operations, ensuring operational stability, compliance, business continuity, and achievement of contractual and financial objectives.
• Promote a positive team culture by supporting work‑life balance, consultant well‑being, knowledge sharing, collaboration, and employee engagement.

Core Competencies

Demonstrates extensive experience in managing SAP AMS service delivery, ensuring adherence to SLAs and KPIs while driving continuous service improvement and operational stability. Capable of fostering strong relationships with stakeholders and leading teams to optimize performance and enhance customer satisfaction.