Company Highlights: Hybrid Work Arrangement (Work from Home and Office) Regular Company Events (Sports Tournament, Outdoor Activities) Gym, Dental, Optical Responsibilities: ENGAGEMENT REQUIRMENT Report to the AMS Senior Manager Lead, engage and manage a pool of clients on SAP/applications and systems Work closely with SAP functional, developers and technical support groups to forge collaborative consulting services Collaborate with Operation Manager on demand and capacity planning, process and security compliances, work schedules, and leave plans A mediator role between clients and support team on deliveries, ticket assignments and expectations Coordinate delivery and resources with team leads and Operations for ticket assignments Collaborate with SAP/Software Principal representatives on defect support, patch updates or upgrades or any matters pertaining to SAP/software SCOPE OF WORK The SDM is expected to perform and fulfill the following scope, among others, pertinent to the position: Manage a pool of local/offshore AMS clients on demand requirements, ticket deliveries and budgets Point of contact for clients on all support-related matters including critical issues Monitor and manage progress of users' tickets, and provide status updates on tickets to users Manage and deescalate critical incidents with the support team and Operations Perform analysis on delivery performances and provide improvement recommendation or corrective actions where feasible Communicate with users to work out requirements, timelines, schedule, Go-Live, or support arrangement Facilitate or assist support team in solutioning for users Provide reports on service performance or deliveries, and conduct review with users Assist in providing strategies on client retention Facilitate or follow up on support contract for renewal Review and verify change request proposals from consultants Able to identify and facilitate from development of opportunities to delivery Plan and lead in transition of new clients to operations and conduct onboarding presentation Conduct lessons learnt workshops Provide peer review for quality control Provide peer coaching/hands-on training if required Prepare and submit weekly timesheets Comply to Information Security Management System (ISMS) Requirements: YEARS EXPERIENCE At least 7-10 years of IT background with mixed experience in AMS/support and project implementation lifecycle SAP knowledge or undergone SAP training would be an added advantage Minimum 2 years in a support environment with good exposure to ticket handling and management of clients and demands Experience in consulting environment would be preferable but not essential Have at least attended management training courses or webinar workshops PERSONAL CHARACTERISTICS Good command of English Goal oriented to meet delivery targets Self-motivated with a good drive to meet multiple clients' expectations Work and collaborate with various support groups and users with good interpersonal skills Reliable in delivery and meeting obligations Good communication (verbal & writing skill) and negotiation skills Analytical and good cognitive skills Show more Show less