Note: The job is a remote job and is open to candidates in USA. Scalence L.L.C. is seeking an IT Project Manager with a focus on SAP to lead production support activities. The role involves managing incidents, coordinating cross-functional teams, and driving continuous improvement initiatives to enhance operational efficiency.
Responsibilities
- Lead SAP production support activities across functional and technical workstreams
- SAP functional knowledge of ATR, STP, O2C modules is a must with knowledge in GTS, TM as good to have modules
- Manage incidents, service requests, defects, and enhancement delivery in accordance with agreed service levels
- Act as the primary escalation point for critical production issues and business disruptions
- Facilitate weekly operational reviews and service status meetings with client stakeholders
- Monitor ticket queues, backlog, delivery metrics, and team capacity to ensure timely resolution of work
- Coordinate cross-functional teams including SAP functional, integration, security, ABAP, and Basis resources
- Provide regular service performance reporting, risk assessments, and executive-level updates
- Support change, release, and deployment activities while minimizing business disruption
- Drive continuous improvement initiatives focused on operational efficiency, service quality, and client satisfaction
- Maintain knowledge management assets, support documentation, and standard operating procedures
- Partner with Client Success Managers and Delivery Leadership to align service delivery with business objectives
Skills
- Minimum 8+ years of SAP support or delivery experience
- Strong understanding of SAP production support and incident management processes
- Experience leading cross-functional SAP support teams
- Excellent stakeholder management and executive communication skills
- Bachelor's degree from an accredited college or university or 8+ years of relevant work experience
- Minimum of a high school diploma or GED is required
- Minimum of Associate's degree required, over the High School Degree, whichever is preferred
- Experience working in managed services environments
- Knowledge of ServiceNow or similar ITSM platforms
- PMP, SAP certifications, or ITIL certifications
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