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In this role you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers) where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
We are looking for an experienced and highly technical Senior Managing Consultant - AMS Delivery Leader to take hands-on ownership of our strategic SAP S/4HANA RISE client accounts. The ideal candidate will have a minimum of 15 years of progressive SAP experience with a strong background in managing complex AMS operations driving client-facing service excellence and identifying opportunities for service expansion. Candidate must be willing to relocate to Buffalo NY.
Key Responsibilities
1. Operational & Service Delivery Management
- Day-to-Day AMS Leadership: Directly oversee the operational delivery of AMS for the SAP S/4HANA RISE environment ensuring all contractual obligations service quality and stability targets are consistently met.
- SLA and KPI Execution: Rigorously monitor manage and report on key Service Level Agreements (SLAs) and Operational Key Performance Indicators (KPIs). Implement immediate corrective actions to address service shortfalls.
- Process Compliance: Enforce adherence to ITIL-based processes (Incident Problem Change and Release Management) within the AMS team ensuring high-quality auditable service records.
- SAP RISE Alignment: Act as the technical liaison between the client our delivery team and SAP/Hyperscaler partners ensuring the AMS model is optimized for the specific technical governance and architecture of the RISE with SAP solution.
2. Client Relationship & Stakeholder Management
- Primary Client Interface: Serve as the day-to-day point of contact for client management (e.g. IT Directors SAP Managers) leading regular service review meetings and communicating complex technical and operational updates clearly.
- Relationship Building (Mid-Level): Cultivate strong working relationships with key client mid-level managers and end-user leaders to understand their evolving needs and ensure service alignment.
- Issue Resolution: Lead major incident communication and problem management efforts ensuring transparency and swift resolution of critical service escalations.
3. Team Leadership & Financial Oversight
- Resource and Team Management: Directly manage mentor and coach the functional and technical (Basis ABAP) AMS team. Drive resource optimization scheduling and upskilling programs (e.g. S/4HANA and BTP skills).
- Delivery Profitability: Manage the account budget at a cost-center level ensuring resource utilization rates meet targets and delivery remains profitable. Support the Director/VP with P&L forecasting and monthly invoicing.
- Growth Identification (Supporting Role): Actively identify and qualify opportunities for service expansion (e.g. additional modules automation projects continuous improvement initiatives) and articulate client needs to the account Director for formal proposal development.
- Experience: Minimum of 15+ years of total SAP experience with at least 4-6 years in a dedicated Service Delivery or Senior Management role overseeing AMS operations.
- S/4HANA & RISE Expertise: Technical and functional knowledge of SAP S/4HANA and proven experience in managing service delivery for environments leveraging the RISE with SAP offering.
- Service Management: Expertise in IT Service Management (ITSM) frameworks specifically ITIL v4. Demonstrated history of improving service quality and operational metrics.
- Leadership & Execution: Proven ability to lead motivate and direct large global and multi-functional delivery teams (onshore/offshore) to meet aggressive service targets.
- Communication: Excellent verbal written and presentation skills capable of discussing technical delivery and operational metrics with both technical teams and client management.