SAP Support Services Associate Manager

4 days ago

Hyderabad, Telangana, India New Era Technology Full time ₹ 6,00,000 - ₹ 18,00,000 per year

Job Title: SAP Support Services Associate Manager

Company: New Era Technology

Employment Type: Permanent | Full-time

Location: Remote (India)

About New Era Technology

New Era Technology is a global managed technology solutions provider with a presence across 14+ countries. We deliver secure, innovative, and end-to-end solutions that help clients connect, collaborate, and transform digitally. As an SAP Gold Partner, New Era provides comprehensive SAP implementation, AMS, and digital transformation services across industries.

Position Overview

We are looking for a dynamic and experienced SAP Support Services Associate Manager to manage multiple SAP AMS clients, oversee service delivery, and ensure customer satisfaction.

The ideal candidate will have proven experience in SAP AMS operations, ticket management, and client engagement, with strong reporting and leadership capabilities.

This is a permanent remote role with opportunities for global exposure and professional growth.

Key Responsibilities

  • Manage local and offshore SAP AMS clients overseeing ticket handling, service levels, and budgets.
  • Serve as the primary point of contact for all client support matters, including critical escalations.
  • Track, monitor, and report on the progress of users' tickets to ensure timely and high-quality delivery.
  • Coordinate with operations and support teams to manage and de-escalate critical incidents.
  • Perform service delivery performance analysis and recommend corrective/improvement measures.
  • Engage with users to define requirements, timelines, and Go-Live/support arrangements.
  • Facilitate solutioning discussions and guide the support team toward effective resolution.
  • Prepare detailed service performance reports and conduct regular client review meetings.
  • Contribute to client retention strategies and identify potential business opportunities.
  • Review and validate change request proposals for quality and feasibility.
  • Lead transition and onboarding of new AMS clients, ensuring seamless knowledge transfer.
  • Conduct post-project lessons learned and quality review sessions.
  • Mentor and guide junior team members to maintain delivery excellence.
  • Comply with Information Security Management System (ISMS) standards.
  • Support 24x7 delivery operations through effective shift management as required.

Mandatory Requirements

  • Experience: 3–5 years in SAP AMS/support and project implementation lifecycle.
  • Client Management: Proven track record of handling multiple SAP support clients and delivery teams (10–25 members).
  • ITSM Tools: Strong hands-on experience in ServiceNow, Jira, Freshdesk, or ConnectWise.
  • Exposure to offshore/onshore delivery models and shared pool environments.
  • Knowledge of DevOps, Agile, and Scrum frameworks.
  • SAP Functional or Technical certification/training is an added advantage.
  • Excellent proficiency in MS Excel and PowerPoint for client reporting.

Personality & Soft Skills

  • Excellent communication (verbal and written) and negotiation skills.
  • Goal-oriented, proactive, and dependable under tight deadlines.
  • Strong analytical and problem-solving abilities.
  • Structured approach to risk mitigation and SLA compliance.
  • Ability to manage multiple priorities and maintain stakeholder trust.
  • Collaborative, positive, and adaptable team player.

Why Join New Era Technology

  • Work with a Global SAP Gold Partner with clients across regions.
  • Flexible remote working model with international exposure.
  • Opportunity to grow within a fast-evolving SAP delivery ecosystem.

How to Apply

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