SAP Support Services Associate Manager

New Era Technology is seeking an experienced SAP Support Services Associate Manager to join their growing SAP Practice. The role involves managing the day-to-day operations of SAP AMS clients, ensuring service delivery excellence, customer satisfaction, and supporting ongoing improvements. This is a remote position with opportunities for career growth and impacts real-world clients.

Requirements

• Manage a pool of local and offshore SAP AMS clients, overseeing ticket deliveries, SLAs, and budgets.
• Serve as the primary point of contact for clients on all support-related matters, including escalations and critical issues.
• Track, monitor, and report progress of user tickets, ensuring timely resolution and proactive communication.
• Manage and de-escalate critical incidents in collaboration with support teams and operations.
• Prepare and deliver reports on service performance; conduct periodic client reviews.
• Assist in client retention strategies and ensure high customer satisfaction.

Benefits

• Competitive salary
• Professional development opportunities