Program Manager - SAP Support
- GSPAN
- 12 - 22 years
- Noida, Gurugram
- 7 months ago
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Job Description
Job Position : Program Manager SAP Support
Experience Required : 12+ Yrs
Job Type : Fulltime
Number of positions : 4
Location : Gurugram
We are seeking an experienced SAP Program Manager to lead a multi-module SAP project. The ideal candidate will have strong delivery management experience, excellent client-facing skills, and a proven ability to lead cross-functional SAP teams in a dynamic, high-paced environment.
Key Responsibilities:
- Act as the single point of contact for the SAP Support program across modules (FICO, MM, SD, HCM, BASIS, ABAP, etc.).
- Own overall SAP service delivery across all functional and technical modules, ensuring consistent performance and adherence to contractual SLAs and KPIs.
- Lead a cross-functional team of SAP consultants, support analysts, and technical leads to deliver high-quality support and enhancements.
- Ensure efficient incident lifecycle management including incident logging, prioritization, root cause analysis, and resolution, with proactive monitoring and trend analysis.
- Drive Change Request (CR) governance scoping, effort estimation, cost approvals, implementation planning, and sign-offs.
- Collaborate with the SAP Basis and Infrastructure teams to coordinate system refreshes, patch updates, user access controls, and landscape optimizations.
- Coordinate integration points between SAP and third-party systems (e.g., SuccessFactors, Ariba, non-SAP apps), ensuring seamless data flow and process alignment.
- Define and enforce SOPs, escalation matrices, and communication protocols for critical issues and high-priority incidents.
- Lead the end-to-end delivery of support services (L1, L2, L3), ensuring SLA adherence and ticket resolution within committed timelines.
- Coordinate with onshore and offshore teams to ensure 24x7 support coverage and smooth handovers.
- Drive incident, problem, change, and release management processes.
- Establish and monitor KPIs, SLAs, and operational dashboards for continuous service improvement.
- Conduct regular service review meetings with business stakeholders and ensure customer satisfaction.
- Manage contractual deliverables, resource planning, and budget forecasting.
- Provide governance on SAP Change Requests and enhancements pipeline.
- Collaborate with the clients internal IT and business teams to identify opportunities for automation, optimization, and innovation.
- Prepare and present weekly/monthly status reports and executive summaries.
Mandatory Skills & Qualifications:
- Proven experience managing large-scale SAP AMS (Application Management Services) engagements.
- Strong understanding of SAP ECC or S/4HANA and cross-module integration.
- Prior experience in handling SAP Support Project is a must.
- Excellent communication, stakeholder management, and escalation handling skills.
- Proficient in tools like ServiceNow, HP ALM, Solution Manager, or equivalent ticketing systems.
- Experience in hybrid delivery models (onshore/offshore).
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Project & Program ManagementRole Category: Other Program / Project ManagementRole: Program ManagerEmployement Type: Full timeContact Details:
Company: GSPANNLocation(s): Noida, Gurugram
Keyskills: Program Management SAP Production Support SAP Support Delivery Management Application Management
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COMPANY PROFILE: GSPANN is a US California Bay Area based consulting services provider focused on implementations in the Enterprise Content Management, Business Intelligence & Mobile Solution initiatives. More than 90% of our current clientele are FORTUNE 1000 organizations. We specialize in str...
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