SAP Program Manager

Role descriptionSAP Program ManagerLocation: Avon Lake, OhioOnsite- 5 Days in OfficeSAP Program Manager (AMS + Critical Projects)Role SummaryThe 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 Responsibilities1. End-to-End SAP AMS Program ManagementLead and manage full lifecycle of SAP AMS operations, including transition, stabilization, and steady-state support. Ensure seamless execution of: Incident ManagementService Request (SR) managementProblem & Change ManagementDrive service excellence through adherence to SLAs/OLAs, ensuring consistent operational delivery. Establish robust governance frameworks (daily/weekly/monthly reviews, dashboards, QBRs). 2. KPI & Performance ManagementOwn and continuously improve AMS KPIs such as: MTTR (Mean Time to Resolve)Incident closure rateSR agingBacklog reduction & SLA complianceAnalyze trends and provide data-driven insights for continuous improvement.Drive proactive initiatives like: Root cause analysis (RCA)Automation and runbook optimizationShift-left and knowledge management 3. Customer & Stakeholder Relationship ManagementAct as trusted advisor and primary interface to customer leadership (Business & IT).Build and maintain strong executive relationships, ensuring high CSAT.Conduct: Monthly KPI reviewsQuarterly Business Reviews (QBR)Service improvement plansTranslate technical performance into business impact and value realization. 4. Escalation Management (SPOC Role)Act as the Single Point of Contact (SPOC) for all escalations (P1/P2 incidents).Drive war-room calls and ensure timely resolution of high priority issues.Coordinate with: Functional teamsTechnical teams (Basis/ABAP/Security/BTP)Infrastructure & third-party vendorsEnsure clear communication cadence with customer leadership during outages. 5. Critical Time-Bound Project DeliveryManage and deliver high-priority SAP projects, enhancements, and transformation initiatives alongside AMS.Ensure projects are: Delivered on time, within scope and budgetAligned with customer business prioritiesOversee: Planning, execution, testing, and go-liveRisk management and mitigation strategiesDependency and inter-program alignment. 6. Onsite–Offshore Delivery LeadershipAct as a bridge between lean onsite teams and large offshore delivery organizations.Ensure: Clear communication and alignment across geographiesEfficient resource utilizationHigh-quality deliverables from offshore teamsLead cross-functional SAP teams across modules (SD, MM, FI/CO, PP, ABAP, Basis, Integration). 7. Governance, Risk & ComplianceEstablish program governance structures, including: SteerCo meetingsStatus reportingRisk and issue trackingIdentify risks proactively and implement mitigation strategies.Ensure compliance with: ITIL processesOrganizational policiesAudit and regulatory requirements 8. Continuous Improvement & Value DeliveryDrive continuous service improvement initiatives across AMS engagement.Introduce: AutomationKnowledge base (KEDB/runbooks)Process optimizationShift AMS from reactive support to proactive value-driven delivery. Required Skills & ExpertiseStrong experience in: SAP AMS Delivery (Application Maintenance & Support)Incident, Problem & Change ManagementExpertise in managing KPIs, SLAs, and large-scale support engagements.Deep understanding of SAP modules: SAP S/4HANA / ECCSD, MM, FI, PP, Basis, Security, IntegrationExperience in managing: Distributed onsite-offshore teamsMulti-vendor ecosystemStrong leadership, communication, and stakeholder management skills. QualificationsBachelor’s or Master’s degree in Engineering / IT / Business12–20+ years of SAP experience with significant AMS Program Management exposureCertifications preferred: PMP / PRINCE2ITILSAP S/4HANA (preferred) Key Success FactorsStrong customer relationship & trust-building capabilityAbility to handle high-pressure escalation scenariosFocus on operational excellence and continuous improvementStrong decision-making and leadership presenceProven ability to drive both AMS stability and transformation initiatives simultaneously Role Value PropositionThis role is critical in ensuring:Stable SAP operations with improved KPIsHigh customer satisfaction and stakeholder confidenceSuccessful delivery of business-critical SAP initiativesSeamless collaboration across global delivery teams Other detailsVariable 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/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):Benefits and Perks:Comprehensive Medical Plan Covering Medical, Dental, VisionShort Term and Long-Term Disability Coverage401(k) Plan with Company matchLife InsuranceVacation Time, Sick Leave, Paid HolidaysPaid Paternity and Maternity LeaveThe 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 like an annual performance-based bonus, sales incentive pay and other forms of bonus or variable compensation.Disclaimer: The compensation and benefits information provided herein is accurate as of the date ofthis posting.LTIMindtree is an equal opportunity employer that is committed to diversity in the workplace. Ouremployment decisions are made without regard to race, color, creed, religion, sex (includingpregnancy, childbirth or related medical conditions), gender identity or expression, national origin,ancestry, age, family-care status, veteran status, marital status, civil union status, domesticpartnership status, military service, handicap or disability or history of handicap or disability, geneticinformation, atypical hereditary cellular or blood trait, union affiliation, affectional or sexual orientationor preference, or any other characteristic protected by applicable federal, state, or local law, exceptwhere such considerations are bona fide occupational qualifications permitted by law.