Bengaluru, Karnataka
Job Summary
Experience
Professional, typically 8-10+ years in SAP AMS/service management
Role purpose
Lead SAP service governance during transition and steady-state entry, ensuring SLA/KPI readiness, escalation control, reporting discipline and operational continuity across functional and technical SAP teams.
Business / application coverage
SAP AMS operations, incident/problem/change/service request governance, transition readiness, runbook/SOP adoption, SLA/KPI reporting, stakeholder engagement and escalation management.
Key Responsibilities
Key responsibilities
- Own SAP transition service readiness across KT, shadow, reverse-shadow and go-live readiness gates.
- Establish operating cadence for daily/weekly service reviews, incident reviews, backlog reviews, escalation calls and readiness reporting.
- Track SLA/KPI readiness for incident response/resolution, service-request fulfilment, RCA quality, change controls and reporting transparency.
- Coordinate across OTC, MM/PP, Finance, Security, BASIS, Development, Integration, BW/BI and L1.5/command-centre roles.
- Manage escalations, risks, dependencies and operational blockers impacting transition or service continuity.
- Ensure SOPs, runbooks, KT artefacts, known-error records and transition documentation are created, reviewed and ready for steady-state use.
- Drive continuous-improvement opportunities from incident patterns, recurring requests and transition learnings.
Skill Requirements
Mandatory skills
ITIL service management; SAP AMS operations; ServiceNow or equivalent ITSM; SLA/KPI reporting; stakeholder management; transition governance; incident/problem/change management.
Optional skills
Agile/Kanban support model, automation governance, SAP Solution Manager, Jira, offshore delivery governance, command-centre operations.
Key interfaces
Engagement Lead, Transition Manager, Sonova Domain Leads, Tower Leads, Functional Consultants, BASIS, Security, Integration, Quality and L1.5 Support.
Other Requirements
Expected KPIs / outcomes
SLA readiness, service reporting timeliness, escalation closure, transition exit criteria completion, KT artefact completion, backlog stability and stakeholder satisfaction.
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