SAP Support Manager

Envision Employment Solutions is currently looking for a SAP Support Manager, for one of our partners in the IT Services and Consulting field.

Responsibilities:

• Manage SAP application support operations for L1 and L2, and coordinate L3 support, ensuring timely resolutions. 
• Act as the primary escalation point for SAP support issues. 
• Review SAP tickets in ITSM, ensuring they are assigned to the correct category, assigned to the appropriate consultant, and approvals are granted as required. 
• Work closely with the Service Desk Manager to enhance the maturity of ITSM processes for SAP. 
• Coordinate with functional consultants, technical teams, and SAP OSS to resolve issues. 
• Ensure SLAs, KPIs, and service quality targets are met consistently. 
• Support the transition from project to steady-state operations, including knowledge transfer (KT) schedules. 
• Oversee onboarding and offboarding of the SAP support team, ensuring required access is granted or revoked. 
• Provide weekly reports on incidents, services, escalations, and SLA compliance. 
• Maintain excellent communication and coordination with internal teams and stakeholders. 

• 6 to 9 years of SAP project management experience. 
• SAP application support experience. 
• Strong understanding of SAP functional and technical landscapes. 
• Experience managing AMS. 
• ITIL certification is preferred. 
• Arabic speaker