The SAP BASIS & AMS Support Manager will lead AMS Support teams, both on-site and off-shore resource in the day to day support and enhancement activities the SAP production environment. Manage partner resources to maximize capacity utilization.

Co-ownership with AMS Support provider of management of the SAP BASIS resources; providing coaching and development of internal teammates and providing oversight to BASIS tasks for day to day activities as well as KTLO and project demands of the Solution Delivery teams.

Role includes responsibility in controlling operating expenses, budget planning activities to include 5 year planning, and monthly variance reporting.

• Manage partner resources for maximized capacity utilization
• Monitor Application service level compliance, help in reducing risks and defining mitigation plans, and assist in resolving issues
• Participate in the planning and coordination of releases to production
• Ensure support plans defined for all projects and appropriate support staffing plans are included in project funding
• Define and hold accountable Application Support or AMS partners against defined KPI’s, SLA’s, or other contractual terms
• Provide feedback on partner performance to VMO (Vendor Management Office)
• Ensure appropriate design and architecture for process, functional, and technical integration points and cross-application components (i.e. security)
• Conduct or facilitate appropriate knowledge transfer with the relevant Run Team members in IT Operations
• Review technical design and make recommendations, as necessary
• Participate in quality review of all relevant project artifacts (Business Process Design documents, Functional Specs, Configuration documents, etc.) to ensure completeness, accuracy, and overall quality expectations are met
• Completion of project tasks and deliverables per agreed upon responsibilities for the specific engagement as defined in the project plan and/or RACI chart
• Control the financial management of cost center to meet budget (BASIS and AMS)
• Provide teammates with coaching, training and development opportunities (BASIS)
• Co-ownership with AMS partner, BASIS activities
• Bachelors Degree in Computer Sciences/Systems or related
• 2+ years experience in SAP
• 2 years experience working with AMS partners
• Ability to manage stressful situations and focus on the desired outcome
• Willing to work flexible hours when needed to support system
• Proven people management skills
• Adaptive coaching style and the ability to work hands-on with teams in an advisor role
• Must be a team player and able to work collaboratively with and through others
• Exceptional communication skills, both written and verbal
• Experience documenting and maintaining change initiatives