Role description
SAP Program Manager
Location: Avon Lake, Ohio
Onsite- 5 Days in Office
SAP Program Manager (AMS + Critical Projects)
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
1. 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).
2. KPI & Performance Management
- Own and continuously improve AMS KPIs such as:
- MTTR (Mean Time to Resolve)
- Incident closure rate
- SR aging
- Backlog reduction & SLA compliance
- Analyze trends and provide data-driven insights for continuous improvement.
- Drive proactive initiatives like:
- Root cause analysis (RCA)
- Automation and runbook optimization
- Shift-left and knowledge management
3. 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)
- Service improvement plans
- Translate 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 teams
- Technical teams (Basis/ABAP/Security/BTP)
- Infrastructure & third-party vendors
- Ensure clear communication cadence with customer leadership during outages.
5. 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
- Aligned with customer business priorities
- Oversee:
- Planning, execution, testing, and go-live
- Risk management and mitigation strategies
- Dependency and inter-program alignment.
6. Onsite–Offshore Delivery Leadership
- Act as a bridge between lean onsite teams and large offshore delivery organizations.
- Ensure:
- Clear communication and alignment across geographies
- Efficient resource utilization
- High-quality deliverables from offshore teams
- Lead cross-functional SAP teams across modules (SD, MM, FI/CO, PP, ABAP, Basis, Integration).
7. 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
- Audit and regulatory requirements
8. Continuous Improvement & Value Delivery
- Drive continuous service improvement initiatives across AMS engagement.
- Introduce:
- Automation
- Knowledge base (KEDB/runbooks)
- 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:
- SAP S/4HANA / ECC
- SD, MM, FI, PP, Basis, Security, Integration
- Experience in managing:
- Distributed onsite-offshore teams
- Multi-vendor ecosystem
- Strong leadership, communication, and stakeholder management skills.
Qualifications
- Bachelor’s or Master’s degree in Engineering / IT / Business
- 12–20+ years of SAP experience with significant AMS Program Management exposure
- Certifications preferred:
- PMP / PRINCE2
- ITIL
- SAP S/4HANA (preferred)
Key Success Factors
- Strong customer relationship & 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
This role is critical in ensuring:
- 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
Skills
Mandatory Skills : Project Governance, Project Planning
Other details
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/perks listed below may vary depending on the nature of your employment with LTIMindtree (“LTIM”):
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
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 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 of this posting.
LTIMindtree is an equal opportunity employer that is 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.
Benefits
Compensation range: $140,000.00 to $150,000.00 per year
About LTM
LTM is an AI-centric global technology services company and the Business Creativity partner to the world’s largest and most disruptive enterprises. We bring human insights and intelligent systems together to help clients create greater value at the intersection of technology and domain expertise. Our capabilities span integrated operations, transformation, and business AI — enabling new ways of working, new productivity paradigms, and new roads to value. Together with over 87,000 employees across 40 countries and our global network of partners, LTM — a Larsen & Toubro company — owns business outcomes for our clients, helping them not just outperform the market, but to Outcreate it. Please also note that neither LTM nor any of its authorized recruitment agencies/partners charge any candidate registration fee or any other fees from talent (candidates) towards appearing for an interview or securing employment/internship. Candidates shall be solely responsible for verifying the credentials of any agency/consultant that claims to be working with LTM for recruitment. Please note that anyone who relies on the representations made by fraudulent employment agencies does so at their own risk, and LTM disclaims any liability in case of loss or damage suffered as a consequence of the same. Recruitment Fraud Alert - https://www.ltimindtree.com/recruitment-fraud-alert/
