Service Level Manager – SAP AMS

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee and ensure compliance with the SLAs established with SAP AMS clients.

• Serve as the primary operational contact for clients, coordinating follow-up meetings, service evaluations, corrective/preventive action plans, and crisis management efforts.

• Track performance metrics (KPIs), generate management reports, and suggest ongoing improvements to enhance processes.

• Assist in managing critical incidents and escalations, ensuring effective communication with stakeholders.

• Collaborate with both technical and functional teams to guarantee high-quality service delivery.

• Conduct regular service performance evaluations and manage client perception effectively.

• Contribute to initiatives focused on continuous improvement, automation, and innovation within the services offered.

• Take proactive measures to address operational risks.

• Eliminate obstacles for sensitive matters.

• Facilitate weekly status meetings and monthly closure reviews.

• Lead the onboarding process for new clients.

• Ensure the financial viability of the operation.

• Review and approve or reject team members' time entries.

• Initiate escalation procedures as required.

• Act as the steward of the contract, maintaining clarity on roles and responsibilities related to the contract and billing window.

• In the event of contract renewals, comprehend the new contract and relay key changes to the AMS Operations team.

• Foster a proactive culture, minimizing reactive situations and anticipating issues through KPI analysis.

• Ensure the overall health of operations.

• Influence and engage individuals around the company’s culture, mission, and strategy.

⛳️ Requirements

• Oversee and ensure compliance with the SLAs established with SAP AMS clients.

• Serve as the primary operational contact for clients, coordinating follow-up meetings, service evaluations, corrective/preventive action plans, and crisis management efforts.

• Track performance metrics (KPIs), generate management reports, and suggest ongoing improvements to enhance processes.

• Assist in managing critical incidents and escalations, ensuring effective communication with stakeholders.

• Collaborate with both technical and functional teams to guarantee high-quality service delivery.

• Conduct regular service performance evaluations and manage client perception effectively.

• Contribute to initiatives focused on continuous improvement, automation, and innovation within the services offered.

• Take proactive measures to address operational risks.

• Eliminate obstacles for sensitive matters.

• Facilitate weekly status meetings and monthly closure reviews.

• Lead the onboarding process for new clients.

• Ensure the financial viability of the operation.

• Review and approve or reject team members' time entries.

• Initiate escalation procedures as required.

• Act as the steward of the contract, maintaining clarity on roles and responsibilities related to the contract and billing window.

• In the event of contract renewals, comprehend the new contract and relay key changes to the AMS Operations team.

• Foster a proactive culture, minimizing reactive situations and anticipating issues through KPI analysis.

• Ensure the overall health of operations.

• Influence and engage individuals around the company’s culture, mission, and strategy.

🏝️ Benefits

• Competitive compensation based on experience.

• Additional benefits including medical insurance, dental insurance, and meal allowances.

• Opportunities for career advancement and involvement in strategic projects.

• Dynamic and challenging work environment.

• Chance to work with one of the market's leading companies during a phase of expansion.