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
