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.
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