Manage the ticket queue, ensuring SLA compliance and proper prioritization
Monitor and act on operational indicators (SLA, aging, backlog, productivity)
Ensure quality and standardization of service delivery
Monitor hours consumed per client, ensuring adherence to the contract
Support capacity planning for the team (squad)
Work to resolve impediments and provide support to the team
Lead operational status meetings with clients
Provide support in critical situations (SLA risk, escalations)
Perform basic financial tracking (hours consumed, variances vs. estimates)
Ensure information is up to date and organized in systems (e.g., ITSM / LiveOps)
Manage risks, changes and project deviations (timeline, cost and scope)
Maintain close relationships with the client and the team

Experience in service management, project management or team coordination
Knowledge of the technology sector
Strong organizational skills and ability to manage multiple demands
Experience controlling activities, deadlines and performance indicators
Knowledge of project management methodologies (e.g., SAP Activate, Agile/Scrum, Waterfall)
Experience with management tools (advanced Excel, ITSM, project management tools)
Excellent communication, negotiation and interpersonal skills
Fluent English
Spanish (desirable)
Plus: Experience with AMS or SAP application support
Certifications in ITIL, PMP, Scrum or similar
Experience in contract management or financial control of services
Experience working in multi-client environments

SAP AMS Services Manager – Fluent English

Key skills