Mid-Level Services Manager

Role Overview

• Manage AMS (Application Management Services) support operations for the clients under your responsibility, ensuring efficient and effective delivery of services in accordance with SLAs and Seidor Smart Attention guidelines.
• Coordinate technical support teams (N1, N2 and N3), ensuring correct prioritization, ticket handling, backlog control, aging management and operational stability.
• Monitor operational and financial contract KPIs (profitability, hours consumption, forecasts and budget).
• Ensure service governance through structured processes, executive reports and a monthly status and action book.
• Provide periodic contract performance reports, trend analysis, risk assessments and action plans, using Seidor Smart Attention indicators.
• Act as the primary client contact for sustainment, governance and service evolution matters.
• Manage stakeholder expectations at different levels (operational, tactical and executive).
• Lead executive meetings, follow-up committees and perform regular on-site client visits.
• Lead the squad dedicated to the client, promoting technical and behavioral development.
• Conduct regular performance evaluations, structured feedback and individual development plans.
• Support the professional growth of leadership and the Front Desk (N1) team, ensuring engagement, productivity and retention.
• Develop, adapt and ensure the application of standard operating processes and procedures, respecting client-specific particularities or the Seidor Smart Attention methodological framework.
• Apply ITIL 4.0 best practices, ensuring continuity, stability and efficiency of the client's IT operation.
• Identify opportunities for continuous improvement, automation, innovation and technological evolution, contributing to increased perceived customer value and creation of new business.
• Manage the budget for AMS contracts under your responsibility, ensuring efficient allocation of financial and human resources.
• Act proactively to prevent deviations in consumption, margin and scope.

Requirements

• Proven experience in managing and leading AMS support services (preferably SAP).
• Solid experience in team leadership, with the ability to develop, coach and engage professionals.
• Strong communication and relationship-building skills with clients and stakeholders at all levels.
• Degree in Management, Business Administration, Engineering or IT.
• Scrum Master and SAP Activate (experience or certification).
• Differentials: Current ITIL 4 certification.
• Education in Project Management, MBA or Postgraduate studies.
• Experience with BRIM (specific layer in SAP).

Benefits

• Medical insurance: comprehensive health coverage.
• Dental insurance: dental care coverage.
• Meal allowance / meal voucher: support for meals.
• Life insurance: protection and peace of mind for your family.
• Additional benefits.