Role Overview
We are seeking a Senior Project Manager (Senior PM) to lead and govern ERP Application Managed Services (AMS) for global clients.
This role requires strong ownership of delivery, cost & budget control, service performance, and continuous improvement, with the ability to leverage AI and automation to enhance operational efficiency and productivity.
The ideal candidate operates with a high level of autonomy, demonstrates mature decision-making, and can manage complex AMS engagements across regions, stakeholders, and delivery teams.
Key Responsibilities
1. AMS Delivery & Project Governance
Lead end-to-end ERP AMS delivery, ensuring service stability, quality, and compliance with agreed SLAs and KPIs.
Own project governance, including scope control, planning, execution, monitoring, and closure.
Ensure adherence to AMS processes, ITIL practices, and internal quality standards.
Act as the primary escalation point for delivery-related issues and risks.
2. Client & Stakeholder Management (Senior Level)
Serve as the main point of contact for senior client stakeholders, building long-term trusted relationships.
Conduct regular service review meetings (weekly/monthly/quarterly) covering delivery status, SLA performance, risks, and improvement plans.
Proactively manage client expectations, scope changes, and service evolution.
3. Cost, Budget & Financial Management ✅ (New / Enhanced)
Own and manage AMS financials, including:
Project/service budget planning and tracking
Cost control, burn rate monitoring, and variance analysis
Forecasting and margin management
Ensure delivery within approved budget while meeting service quality and performance targets.
Identify opportunities for cost optimization, productivity improvement, and efficiency gains.
Support commercial discussions related to scope changes, renewals, and additional service requests.
4. Team & Resource Management
Manage and coordinate cross-functional delivery teams (developers, functional consultants, QA, support).
Plan and optimize resource allocation to balance cost, capacity, and service demand.
Mentor junior PMs or team leads and contribute to capability development within the AMS organization.
5. Risk, SLA & Performance Management
Continuously monitor SLA/KPI performance, incident trends, and service metrics.
Identify delivery, operational, and financial risks early and drive mitigation plans.
Ensure compliance with security, audit, and regulatory requirements where applicable.
6. AI, Automation & Productivity Improvement ✅ (New / Key Focus)
Promote and apply AI-driven tools and automation to improve AMS productivity and service efficiency, such as:
AI-assisted incident analysis and triage
Automation of repetitive operational tasks and reporting
Use of AI/copilot tools to support documentation, communication, and knowledge management
Drive continuous improvement initiatives leveraging AI, analytics, and process optimization.
Collaborate with internal teams to identify and pilot new technologies that enhance AMS delivery.
Requirements
Must Have (Senior Level)
5–8+ years of experience in IT services delivery, with strong focus on ERP Application Managed Services.
Proven experience as a Senior PM / AMS PM / Service Delivery Lead managing medium to large AMS engagements.
Strong knowledge of ERP systems (SAP, Oracle, Microsoft Dynamics, or similar).
Solid experience in:
Cost & budget management
SLA/KPI governance
Risk and stakeholder management
Good understanding of ITIL and managed service operating models.
Excellent communication, leadership, and problem-solving skills.
Strong
English proficiency (spoken and written).
Nice to Have
Experience supporting global or multi-region clients.
PMP, ITIL, or equivalent certifications.
Hands-on experience with tools such as ServiceNow, Jira, Azure DevOps, Power BI, or similar.
Prior exposure to AI/automation initiatives in AMS or IT operations.
Expected Seniority & Impact
Operates independently with limited supervision.
Responsible for both delivery quality and financial performance.
Influences client satisfaction, team productivity, and service efficiency.
Acts as a role model for standard AMS delivery practices and improvements.