Your role

As Lead AMS & Service Delivery Management (m/f/d), you will be responsible for the professional and disciplinary leadership of a small team within our Application Management Services. You will develop your team members, coordinate tasks and resources, and ensure reliable collaboration within the team and with related departments.

At the same time, you will continue to actively participate in the operational service business. Together with your team, you will support our customers' SAP and IT solutions, coordinate complex customer requests, and assist your colleagues with technical, organizational, and procedural questions. In critical situations and escalations, you will take a leading role and ensure transparent decisions and clear responsibilities.

For selected clients, you will also assume responsibility as Service Delivery Manager. You will ensure stable and customer-focused service delivery, coordinate collaboration between clients, AMS, consulting firms, and other internal departments, and continuously develop existing services. In doing so, you will keep a close eye on service quality, capacity, agreed-upon deliverables, and the long-term development of the client relationship.

Your tasks and responsibilities

Leadership and collaboration within the AMS Group

• Professional and disciplinary leadership of a small group within our Application Management Services
• Planning, prioritization and coordination of tasks and customer requirements within the group
• Regular exchange with employees and promotion of their professional and personal development
• Supporting employees with complex professional, technical and organizational issues
• Ensuring knowledge transfer, representation arrangements and reliable cooperation within the group
• Promoting an independent, solution-oriented and customer-focused way of working

Operational support in application management

• Active participation in the operational service business and support of our customers' SAP and IT solutions.
• Independent handling and coordination of incidents, service requests, changes and technical customer requirements.
• Analysis of complex error patterns and process problems, and development of sustainable solutions
• Advising our clients on the optimization and further development of their SAP processes and solutions used.
• Coordination of interdisciplinary topics with consulting, development and other internal departments.
• Creation and maintenance of solution documentation, knowledge base articles and operational documents

Service Delivery Management

• Operational responsibility for the agreed application management services of selected customers
• Central contact person for service quality, priorities, open measures and escalations
• Ensuring stable, transparent and customer-oriented service delivery
• Preparation and execution of regular service review meetings
• Creation and transparent presentation of relevant service indicators, developments and measures
• Coordination of customer requirements with Application Management Services, Consulting, Project Management, Customer Success Management and other internal departments
• Control of critical service situations and follow-up of agreed measures

Service quality and continuous improvement

• Monitoring of service levels, ticket numbers, processing times, priorities and open actions
• Identification of recurring error patterns, weaknesses, and optimization potential.
• Derivation and implementation of improvement, standardization and automation measures
• Further development of working methods, standards, processes and governance structures within Application Management Services
• Ensuring high documentation and service quality
• Support for new solutions and projects during their structured integration into ongoing operations
• Support in defining operating models, responsibilities, and support processes.