Position Title: AMS Shared Support Project Manager
Experience Required: Minimum 7+ years in Project Management
Certifications: PMP / PRINCE2 / Agile PM / ITIL (preferred)
Domain Knowledge: SAP functional understanding
Working Hours: US Shift 3:00 PM IST to 12:00 AM IST
Role Type: Fulltime
Role Overview
The AMS Shared Support Project Manager will oversee and manage Application Management Services (AMS) across multiple USbased clients in a sharedsupport delivery model. The role demands strong project management expertise, exceptional coordination abilities, and a working understanding of SAP environments. The candidate will lead day-to-day support operations, ensure SLA compliance, manage crossfunctional teams, and act as the primary communication bridge between clients and delivery teams.
Key Responsibilities
1. AMS Delivery Management
- Manage endtoend AMS support for multiple US clients in a shared-service setup.
- Oversee incident, service request, problem, and change management cycles.
- Ensure SLA adherence, timely resolutions, and high customer satisfaction.
- Conduct daily/weekly operational reviews and governance meetings with clients.
2. Client & Stakeholder Coordination
- Serve as the primary point of contact for US clients during the assigned shift.
- Build strong relationships with client stakeholders, understanding priorities and expectations.
- Communicate status updates, risks, impacts, and progress transparently and proactively.
3. Planning, Reporting & Documentation
- Prepare and maintain weekly/monthly service performance dashboards.
- Analyze ticket trends and define improvement plans for recurring issues.
- Ensure proper documentation, SOPs, knowledge base entries, and transition materials.
4. SAP Knowledge & Support Oversight
- Have a foundational understanding of SAP modules (FI/CO, MM, SD, PP, etc.).
- Collaborate with SAP functional and technical teams to validate solutions.
- Assist in prioritizing SAP issues based on business impact.
5. Operational Leadership
- Coordinate with offshore and onshore teams to manage workload distribution.
- Oversee resource allocation, skill mapping, and workload balancing in a shared-support model.
- Drive continuous improvement and operational efficiency initiatives.
Required Qualifications & Skills
- 7+ years of experience in IT project management or AMS support management.
- Project management certification (PMP, PRINCE2, Agile PM, etc.).
- Strong understanding of SAP landscapes and AMS operating models.
- Experience managing multiple clients simultaneously in shared-support environments.
- Familiarity with ticketing systems (ServiceNow, Remedy, SAP SolMan, etc.).
- Excellent communication, leadership, and clientfacing skills.
- Strong analytical and problemsolving capabilities.
- Willingness to work US shift (3 PM IST 12 AM IST).
Preferred Qualifications
- ITIL certification or good understanding of ITIL processes.
- Experience working with global teams across multiple time zones.
- Exposure to SAP S/4HANA environments.
- Prior experience in AMS transition or stabilization projects.
