SAP Program Manager

Role Summary The SAP Program Manager is responsible for end‑to‑end ownership of SAP AMS engagements and strategic project delivery, ensuring operational excellence, SLA adherence, and high customer satisfaction. This role acts as the single point of accountability for AMS performance, stakeholder engagement, escalation management, and delivery of critical SAP initiatives. The position requires strong expertise in incident management, KPI governance (MTTR, SLA, backlog aging), stakeholder communication, and global delivery coordination across onsite and offshore teams. Key Responsibilities End‑to‑End SAP AMS Program Management Lead and manage full lifecycle of SAP AMS operations, including transition, stabilization, and steady‑state support. Ensure seamless execution of Incident Management, Service Request (SR) management, Problem & Change Management. Drive service excellence through adherence to SLAs/OLAs, ensuring consistent operational delivery. Establish robust governance frameworks (daily/weekly/monthly reviews, dashboards, QBRs). KPI & Performance Management Own and continuously improve AMS KPIs such as MTTR (Mean Time to Resolve), incident closure rate, SR aging, backlog reduction, and SLA compliance. Analyze trends and provide data‑driven insights for continuous improvement. Drive proactive initiatives: Root cause analysis (RCA), automation and runbook optimization, shift‑left and knowledge management. Customer & Stakeholder Relationship Management Act as trusted advisor and primary interface to customer leadership (Business & IT). Build and maintain strong executive relationships, ensuring high CSAT. Conduct monthly KPI reviews, quarterly business reviews (QBR) and translate technical performance into business impact and value realization. Act as the Single Point of Contact (SPOC) for all escalations (P1/P2 incidents) and drive war‑room calls. Coordinate with functional teams, technical teams (Basis/ABAP/Security/BTP), infrastructure and third‑party vendors. Critical Time‑Bound Project Delivery Manage and deliver high‑priority SAP projects, enhancements and transformation initiatives alongside AMS. Ensure projects are delivered on time, within scope and budget, and aligned with customer business priorities. Oversee planning, execution, testing and go‑live; risk management, mitigation strategies and dependency alignment. Onsite–Offshore Delivery Leadership Act as a bridge between lean onsite teams and large offshore delivery organizations. Ensure clear communication and alignment across geographies, high‑quality deliverables and efficient resource utilization. Lead cross‑functional SAP teams across modules (SD, MM, FI/CO, PP, ABAP, Basis, Integration). Risk and issue tracking, identify risks proactively and implement mitigation strategies. Maintain compliance with ITIL processes, organizational policies and audit & regulatory requirements. Drive continuous service improvement, automation and process optimization; shift AMS from reactive support to proactive value‑driven delivery. Governance, Risk & Compliance Establish program governance structures including SteerCo meetings, status reporting, risk and issue tracking. Identify risks proactively and implement mitigation strategies. Ensure compliance with ITIL processes, organizational policies and audit & regulatory requirements. Continuous Improvement & Value Delivery Drive continuous service improvement initiatives across AMS engagements. Introduce automation, knowledge base (KEDB/runbooks) and process optimization. Shift AMS from reactive support to proactive value‑driven delivery. Required Skills & Expertise Strong experience in SAP AMS delivery (Application Maintenance & Support), incident, problem & change management. Expertise in managing KPIs, SLAs and large‑scale support engagements. Deep understanding of SAP modules: S/4HANA / ECC, SD, MM, FI, PP, Basis, Security, Integration. Experience managing distributed onsite–offshore teams and multi‑vendor ecosystems. Strong leadership, communication and stakeholder management skills. Qualifications Bachelor’s or Master’s degree in Engineering, IT or Business. 12–20+ years of SAP experience with significant AMS program management exposure. Certifications: PMP / PRINCE2, ITIL, SAP S/4HANA (preferred). Key Success Factors Strong customer relationship and trust‑building capability. Ability to handle high‑pressure escalation scenarios. Focus on operational excellence and continuous improvement. Strong decision‑making and leadership presence. Proven ability to drive both AMS stability and transformation initiatives simultaneously. Role Value Proposition Stable SAP operations with improved KPIs. High customer satisfaction and stakeholder confidence. Successful delivery of business‑critical SAP initiatives. Seamless collaboration across global delivery teams. Variable Compensation This position includes a bonus or variable payout component based on individual and organizational performance. Actual compensation within the range will be dependent upon the individual's skills, experience, performance and internal equity. Benefits and Perks Comprehensive medical plan covering medical, dental, vision. Short‑term and long‑term disability coverage. 401(k) plan with company match. Life insurance. Vacation time, sick leave, paid holidays. Paid paternity and maternity leave. Earning Statement The range displayed on each job posting reflects the minimum and maximum salary target for the position across all US locations. Within the range, individual pay is determined by work location and job level and additional factors including job‑related skills, experience, and relevant education or training. Depending on the position offered, other forms of compensation may be provided as part of overall compensation such as an annual performance‑based bonus, sales incentive pay and other forms of bonus or variable compensation. Location Avon Lake, Ohio – Onsite, 5 days in office. Disclaimer LTIMindtree is an equal opportunity employer committed to diversity in the workplace. Our employment decisions are made without regard to race, color, creed, religion, sex (including pregnancy, childbirth or related medical conditions), gender identity or expression, national origin, ancestry, age, family‑care status, veteran status, marital status, civil union status, domestic partnership status, military service, handicap or disability or history of handicap or disability, genetic information, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientation or preference, or any other characteristic protected by applicable federal, state, or local law, except where such considerations are bona fide occupational qualifications permitted by law. #J-18808-Ljbffr