Services Manager (Mid-level) – SAP AMS

Role Overview

• AMS Operations Management
• Manage the 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 (Tier 1, Tier 2 and Tier 3), ensuring correct prioritization, ticket handling, backlog control, ticket aging and operational stability.
• Contract Management and Governance
• Monitor the contract's operational and financial KPIs (profitability, hours consumption, forecast and budget);
• Ensure service governance through structured processes, executive reports and a monthly status and action book/report;
• Provide periodic contract performance reports, trend analyses, risk assessments and action plans, using Seidor Smart Attention indicators.
• Client Relationship
• Act as the primary client contact for sustainment, governance and service evolution topics;
• Manage stakeholder expectations at different levels (operational, tactical and executive);
• Lead executive meetings, steering committees and conduct periodic on-site client visits.
• People and Squad Management
• Lead the client-dedicated squad, promoting technical and behavioral development;
• Conduct periodic performance evaluations, structured feedback and individual development plans;
• Support the professional growth of leaders and the Front Desk (Tier 1) team, ensuring engagement, productivity and retention.
• Processes, Methodologies and Continuous Improvement
• Develop, adapt and ensure the application of standard operating procedures, respecting client particularities or the Seidor Smart Attention methodological framework;
• Apply ITIL 4 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 value for the client and generation of new business.
• Financial Management
• Manage the budget of the AMS contracts under your responsibility, ensuring efficient allocation of financial and human resources;
• Act proactively to address deviations in consumption, margin and scope.

Requirements

• Proven experience in managing and leading AMS support services (preferably SAP).
• Strong experience in leading teams, with the ability to develop, mentor 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.
• Differentials: Current ITIL 4 certification.
• Training in Project Management, MBA or Postgraduate degree.
• Experience with BRIM (specific layer/module in SAP).

Benefits

• Equal opportunities for everyone, ensuring support for your professional growth.
• Diversity is our strength!
• If you are a person with disabilities, we want you to feel comfortable applying to any of our opportunities.