SAP Lead

As an SAP AMS (Application Management Services) Lead, one need to oversee the daily operations, maintenance, and support of SAP systems (ECC or S/4HANA), ensuring high system stability and compliance with SLAs. Key responsibilities include managing offshore/onshore support teams, ticket resolution, escalation management, change management, stakeholder communication, and driving continuous improvement in service delivery.

Your Role

• Service Delivery & SLA Management : Own end-to-end AMS delivery, ensuring incidents, problems, and service requests are resolved within SLA targets.
• Escalation Management : Drive timely resolution of critical escalations by coordinating across teams, ensuring transparency, accountability, and clear communication with stakeholders.
• Team Leadership : Lead and mentor a team of functional and technical SAP consultants, managing shift schedules, escalations, and performance. Coordinate with the service lead counterpart in offshore and assist in managing the services provided to customer.
• Governance & Reporting : Conduct daily, weekly, and monthly governance meetings and service reviews with stakeholders to report performance.
• Change & Release Management : Manage minor enhancements and change requests, ensuring smooth implementation into production.
• Technical/Functional Expertise : Act as a Subject Matter Expert (SME) in at least one key SAP module (e.g., FICO, MM, SD) to guide troubleshooting.
• Relationship Management : Act as the primary interface with customer IT and business stakeholders.
• Problem Management and Continuous Service Improvements : Drive effective problem management for the incidents and requests in SAP, prepare and execute service improvement plans including AI enabled operations.

Required

• Experience: 15+ years of experience in SAP support, maintenance, or consulting and minimum of 5+ years of leading AMS delivery
• System Knowledge: Understanding of SAP S/4HANA or SAP ECC environments.
• Technical Skills: Proficiency in ITIL processes, ticket handling, and tools like ServiceNow, or SAP Solution Manager.
• Leadership Skills: Strong communication, escalation management, and team-handling experience.
• Networking Skills: Should demonstrate strong networking skills by building meaningful professional relationships, facilitating collaboration, and leveraging connections across the Infosys teams and third-party support providers.

Preferred

• Well versed with the SAP maintenance services
• Understanding of ITIL best practices and service operations
• Proficiency in French and English. German will be an advantage.
• Ability to clearly communicate technology issues, plans and solutions from both a business perspective and a technical perspective providing pros and cons for recommended solutions
• Understanding methodologies and their interaction with other business processes / applications
• Experience of working with global delivery models / remote teams including offshore, nearshore and multi-cultural teams
• Good interpersonal skills and demonstrated ability to work in a team, including mentoring team members
• Analytical and Communication skills
• Project, talent management and thought leadership
• PMP certification and any SAP Functional Certification will be added advantage