Service Level Manager – SAP AMS

🔥 16 minutes ago

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NUMEN

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 2009

💼 Consulting

🏢 Enterprise

🤝 B2B

Consulting • Enterprise • B2B

NUMEN is a technology consulting and services firm that helps organizations plan, implement, and operate enterprise IT transformations. NUMEN specializes in SAP and Salesforce enterprise platform implementations, cloud migration, application management services (AMS), enterprise architecture, business analysis, process excellence (including Process Mining with Celonis and Signavio), data design & intelligence, and custom digital solutions and education (Moovi). They provide discovery, build, learn, and invent services to connect people and technology, focusing on automation, system integration, governance, and continuous improvement for business transformation.

📋 Description

• Manage and ensure adherence to SLAs agreed with SAP AMS clients. • Act as the operational relationship focal point with clients, facilitating follow-up meetings, service reviews, corrective/preventive action plans, and crisis management. • Monitor performance indicators (KPIs), produce management reports, and propose continuous improvements to support processes. • Support the management of critical incidents and escalations, ensuring clear communication with stakeholders. • Collaborate with technical and functional teams to ensure the quality of service delivery. • Conduct periodic service performance reviews and manage client perception. • Contribute to continuous improvement, automation, and innovation initiatives in the services provided. • Act proactively to mitigate operational risks. • Remove blockers for sensitive issues. • Hold weekly status meetings and monthly closures. • Lead onboarding with new clients. • Ensure the financial health of the operation. • Review and approve/reject team time entries. • Initiate escalation processes when necessary. • Act as the guardian of the contract. Maintain clarity on roles and responsibilities regarding the contract and billing window. • In the case of contract renewals, understand the new contract and communicate key changes to the AMS Operations team. • Promote a culture of proactivity, reducing reactive scenarios and anticipating problems through KPI analysis. • Ensure overall operational health. • Influence and engage people around the company's culture, purpose, and strategy.

🎯 Requirements

• Manage and ensure adherence to SLAs agreed with SAP AMS clients. • Act as the operational relationship focal point with clients, facilitating follow-up meetings, service reviews, corrective/preventive action plans, and crisis management. • Monitor performance indicators (KPIs), produce management reports, and propose continuous improvements to support processes. • Support the management of critical incidents and escalations, ensuring clear communication with stakeholders. • Collaborate with technical and functional teams to ensure the quality of service delivery. • Conduct periodic service performance reviews and manage client perception. • Contribute to continuous improvement, automation, and innovation initiatives in the services provided. • Act proactively to mitigate operational risks. • Remove blockers for sensitive issues. • Hold weekly status meetings and monthly closures. • Lead onboarding with new clients. • Ensure the financial health of the operation. • Review and approve/reject team time entries. • Initiate escalation processes when necessary. • Act as the guardian of the contract. Maintain clarity on roles and responsibilities regarding the contract and billing window. • In the case of contract renewals, understand the new contract and communicate key changes to the AMS Operations team. • Promote a culture of proactivity, reducing reactive scenarios and anticipating problems through KPI analysis. • Ensure overall operational health. • Influence and engage people around the company's culture, purpose, and strategy.

🏖️ Benefits

• Competitive compensation based on experience • Additional benefits such as medical insurance, dental insurance, and meal allowance • Opportunities for career growth and involvement in strategic projects • Dynamic and challenging work environment • Opportunity to work at one of the market's leading companies in a phase of expansion