SAP AMS Service Delivery Manager

Syarikat : Jondavidson

Jenis Pekerjaan : Sepenuh Masa

Kuala Lumpur, Malaysia

Penerangan Pekerjaan - SAP AMS Service Delivery Manager

SAP AMS SERVICE DELIVERY MANAGER

(Malaysia)

KEY RESPONSIBILITIES:

Service Coordination: Oversee daily AMS service delivery, focusing on service coordination, incident

handling, and ensuring smooth business operations in alignment with service management practices.

Incident & Request Management:
- Log, track, and manage incidents and service requests using ITSM tools.
- Perform initial analysis and escalate technical issues as needed.
- Ensure incidents are resolved within agreed SLAs and documented appropriately.

Coordination & Communication:
- Act as a liaison between client stakeholders, internal IT teams, and delivery teams.
- Communicate service updates, incident statuses, and planned changes clearly and professionally.
- Participate in regular service review meetings and contribute to improvement discussions.

Compliance & Documentation:
- Maintain accurate documentation of operational procedures, incidents, and changes.
- Support audit and reporting activities by providing necessary records and insights.

Continuous Service Improvement:
- Identify recurring issues and propose process or system improvements.
- Support testing and validation of changes and enhancements.
- Contribute to knowledge base and training materials for end users and support teams.

Team Management: Manage AMS consultants, ensuring team members achieve performance KPIs and deliver high-quality customer service.

Requirements

Bachelor’s degree in Information Technology, Business, or related field.

3–5 years of experience in IT support or SAP AMS roles, preferably in a managed services or outsourced environment.

Familiarity with ITIL framework and service management tools (e.g., ServiceNow, Jira, Remedy).

Basic understanding of SAP systems (S/4HANA, SAP B1) and related business processes.

Strong coordination, communication, and problem-solving skills.

Ability to develop immediate credibility with consultants at all levels and acquire a deep understanding of the business and customers.

Diplomatic but assertive in conflict resolution and problem solving, balancing the needs of individuals, clients, and the organization.

Fluent in English proficiency is a plus.

Stable career history: yearly job changes are not acceptable.

If this role sparks your interest, feel free to reach out to Kevin Chong ([email protected]) for more details.

Original job SAP AMS Service Delivery Manager posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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