SAP Consultant Porto

SAP Consultant
Porto
Porto, Porto District, Portugal

Key Responsibilities:

1. Service Management & Delivery:

• Oversee SAP AMS support for multiple customers, ensuring
- quality service delivery.

• Define and implement
- level agreements (SLAs) and key performance indicators (KPIs).

• Ensure 24/7 support availability and incident resolution within agreed timelines.

• Monitor ticket triage, resource allocation, and change control procedures.

• Drive continuous improvement initiatives to enhance service efficiency.

2. Stakeholder & Client Engagement:

• Act as the primary point of contact for escalations and ensure customer satisfaction.

• Build and maintain strong relationships with key customer stakeholders.

• Conduct regular service reviews and performance reporting with clients.

• Collaborate with business teams to align SAP AMS support with organizational goals.

3. Incident, Problem & Change Management:

• Manage incident resolution, ensuring minimal disruption to business operations.

• Oversee problem management to identify root causes and implement preventive measures.

• Ensure change management processes are followed for system updates and enhancements.

• Coordinate with SAP consultants to resolve complex technical issues.

4. Team Leadership & Resource Management:

• Lead, coach, and develop a team of SAP consultants and support staff.

• Assign tasks based on client delivery requirements and critical project milestones.

• Conduct training sessions to enhance team capabilities.

• Ensure optimal resource utilization and workforce planning.

5. Compliance, Reporting & Governance:

• Ensure adherence to SAP AMS processes and ITIL best practices.

• Provide regular reports on service performance, incidents, and improvements.

• Maintain compliance with security policies and audit requirements.

• Conduct weekly burn reports, monthly KPI reviews, and quarterly business reviews (QBRs).

6. Financial & Contract Management:

• Manage financial targets and margins for AMS accounts.

• Assist in contract negotiations and service agreements.

• Focus on retaining and growing existing accounts while onboarding new clients.

Mandatory skills

• Strong knowledge of SAP AMS processes and service delivery frameworks.

• Expertise in SAP modules such as S/4HANA and Solution Manager

• Familiarity with ITIL, Agile, and Dev
Ops methodologies

• Experience in
- based SAP solutions

• Excellent communication skills (verbal & written).

• Strong
- solving abilities and
- making skills.

• Leadership & team management experience.

• Customer-centric approach with a focus on service excellence.