ArchLynk stands at the vanguard of SAP Digital Supply Chain, Logistics, Business Planning, and Global Trade solutions, empowering businesses to build resilient, adaptive, and efficient supply chain ecosystems. As a trusted SAP Gold Partner, we have a proven track record of delivering best-in-class solutions and services, ensuring long-term success in an ever-evolving digital landscape. Headquartered in San Jose, California, we specialize in strategic planning, process optimization, and SAP solution deployment across the globe. Leveraging AI/ML-driven tools, seamless integrations, and custom developments, we help businesses navigate the complexities of global supply chain execution with cutting-edge innovation and expertise.
Role Summary
We're seeking an experienced Senior SAP AMS Services Manager to lead our managed services portfolio across multiple SAP workstreams (e.g., S/4HANA, GTS, TM, IBP, EWM, BTP). You will be responsible for service delivery, customer success, financial performance, and continuous improvement across a portfolio of AMS accounts. This role combines people leadership, client engagement, operations management, and hands-on governance of ITIL processes and SAP run operations.
What You'll Own
Service Delivery & Governance
- Own end-to-end AMS delivery (Incident, Service Request, Problem, Change, Release) leveraging ITIL and SAP best practices.
- Chair Service Reviews (weekly/Monthly/Quarterly) and drive SLA/OLA compliance, CSAT, and escalation management.
- Maintain the Service Catalog, RACI, runbooks, and playbooks; ensure auditable process adherence.
Client Engagement & Success
- Act as executive point of contact for 3 - 6 strategic AMS accounts; manage expectations, roadmap, renewals, and upselling.
- Translate business priorities into AMS backlogs and continuous improvement plans.
- Proactively identify risk, capacity constraints, and lead root cause and preventive actions.
People & Capacity Management
- Lead a blended global team; build staffing plans, on-call rotations, and skills matrices across L1/L2/L3.
- Coach leads and consultants, institute knowledge management, SOPs, and mentoring programs.
- Foster a culture of accountability, responsiveness, and consulting excellence.
Financial & Commercial Management
- Own portfolio P&L: utilization, gross margin, revenue forecasting, backlog, change orders, renewals.
- Ensure contract adherence (SLAs, service windows, holidays), rate card governance, and accurate capture of time/effort.
- Support presales for AMS proposals/SOWs, ROM estimates, and transition-to-support plans.
Transition & Stabilization
- Lead hypercare exit and service transitions from projects to steady state (KT plans, cutover to AMS, acceptance criteria).
- Define service boundaries, KPIs, and early-warning indicators to reach run-stable status quickly
Skills And Attributes For Success
- Bachelor's degree in IT, Business, or a related field.
- 10+ years in SAP services with 5+ years in AMS leadership or Service Management roles.
- Excellent stakeholder management, clear and concise communication, conflict resolution, and executive presence.
- Broad SAP exposure across at least two domains (e.g., S/4HANA + one of GTS/TM/IBP/EWM/BTP).
- Strong command of ITIL v3/4 processes (Incident/Problem/Change/Release), RCA methods, and SLA design.
- Demonstrated success running multi-customer, multi-region AMS with measurable improvements in CSAT and SLAs.
- Experience managing financials (bookings/revenue/gross margin, utilization, bench, forecasting).
- Hands-on with ITSM tools (ServiceNow/Jira) and SAP ALM/SolMan/ChaRM.
Additional Considerations
- ITIL, PMP, PgMP, PMI-ACP, or SAP Activate certification is highly preferred.
- Presales experience for AMS/Run services and solutioning transition-to-support.
- Experience leading SAP programs in supply chain, logistics, manufacturing, or global trade industries.
Why Join Our Team
Working at ArchLynk means joining a team fueled by collaboration, innovation, and teamwork. Our success is built on the talent, dedication, and passion of the people who drive our mission forward.
What We Offer
- Challenging projects with global organizations working on innovative technologies.
- Talented, passionate, intercultural, and multi-disciplinary teams - the best experts within the industry.
- Individual-centric career path and growth opportunities.
- Training and development opportunities.
- Flexibility and autonomy.
- Annual educational reimbursement for personal and professional development.
Our People and Culture
We are a global organization united by a shared purpose. While we celebrate our diversity and individuality, we thrive through collaboration, mutual respect, and unwavering support for one another. We seize every opportunity to exceed customer expectations and continually pursue excellence in all that we do.
At ArchLynk, we empower our team members with meaningful learning experiences, a flexible and inclusive environment, and the tools to grow and achieve excellence. If this resonates with the experience you seek, we invite you to join our team and embark on an inspiring journey with us.
We welcome applicants of all backgrounds and are committed to creating an inclusive environment. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, marital status, age, disability, veteran status, or any other protected status.
ArchLynk complies with all applicable data privacy and security laws to handle your information responsibly.
Join us and be part of a team that values innovation, inclusivity, and impact!
