The SAP AMS Project Manager is responsible for overseeing the delivery of SAP Application Management Services, ensuring smooth post-implementation support, system maintenance, and continuous improvement. This role involves managing service-level agreements (SLAs), coordinating with stakeholders, and leading a team of SAP consultants to deliver high-quality support across SAP modules.

Mandatory Requirements:
•    Experience in Pharma is mandatory
•    Required to go to office all the 5 Days per week
•    Should be working experience in any one SAP module

Responsibilities

Key Responsibilities

Service Delivery & Operations

- Lead AMS team to support SAP modules (FI/CO, MM, SD, PP, QM,WM, ABAP etc.)
- Manage incident, problem, and change management processes.
- Ensure SLAs and KPIs are consistently met or exceeded.
- Monitor system performance and drive root cause analysis for recurring issues.

Project & Enhancement Management

- Plan and manage minor enhancements, break-fix work, and service requests.
- Coordinate with functional and technical consultants for issue resolution and improvements.
- Facilitate knowledge transfer and documentation.

Stakeholder & Team Management

- Serve as the primary contact for business users, IT stakeholders, and vendors.
- Participate in governance meetings and prepare reporting dashboards.
- Maintain high team morale and foster a collaborative environment.

Continuous Improvement & Compliance

- Assess AMS delivery efficiency and implement best practices.
- Support audits and compliance requirements.
- Ensure adherence to ITIL processes and AMS best practices.

Qualifications

Required Qualifications

- Bachelor’s degree in Computer Science, Information Systems, or related field.
- 5+ years of experience in SAP project management, with at least 3 years in AMS.
- Experience with SAP S/4HANA environments.
- Familiarity with ITSM tools like Solution Manager, ServiceNow, or JIRA.
- SAP Experience in relevant modules.
- Strong leadership, communication, and problem-solving skills.
- Knowledge of ITIL framework and AMS methodologies.

Preferred Skills

- PMP or equivalent project management certification.
- Experience in managing AMS transitions and hypercare phases.
- Upper-intermediate or higher proficiency in English.

Key Performance Indicators (KPIs)

Service Delivery KPIs

- Incident Resolution Time: Average time taken to resolve incidents.
- First-Time Fix Rate: Percentage of issues resolved without escalation.
- SLA Compliance Rate: Percentage of tickets resolved within agreed SLA timelines.
- System Uptime: Percentage of time SAP systems are available and operational.

Project & Enhancement KPIs

- Enhancement Delivery Timeliness: Percentage of enhancements delivered on or before the planned date.
- Change Request Cycle Time: Average time taken to implement approved changes.
- Defect Density: Number of defects per enhancement or release.

Customer Satisfaction KPIs

- User Satisfaction Score (CSAT): Feedback rating from end-users or business stakeholders.
- Stakeholder Engagement Index: Frequency and quality of interactions with key stakeholders.

Team & Resource Management KPIs

- Resource Utilization Rate: Percentage of time team members are productively engaged.
- Knowledge Retention & Documentation: Completeness and accuracy of support documentation and knowledge base.
- Training & Skill Development Hours: Time invested in upskilling AMS team members.

Financial & Compliance KPIs

- Budget Adherence: Actual spend vs. planned budget for AMS operations.
- Audit Compliance Rate: Number of successful audits without major findings.
- License & Contract Compliance: Adherence to SAP licensing and vendor contracts.

At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.

Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.

We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.

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