SAP Program Manager
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.
Key Responsibilities
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.
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.
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.
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.
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.
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).
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.
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
Promised 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
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”): Comprehensive Medical Plan, 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.
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.