Senior Project Manager

About the Company

Responsibilities

• ● Own end-to-end SAP AMS delivery across L2/L3 functional, technical, Basis, security, integration, and reporting workstreams.
• ● Act as the primary customer-facing delivery leader and escalation point, ensuring service quality, business continuity, stakeholder confidence, and contractual compliance.
• ● Manage SLAs, KPIs, OLAs, service credits, backlog, ticket aging, resolution quality, system availability, and customer satisfaction.
• ● Lead ITIL-aligned Incident, Major Incident, Problem, Change, Release, Service Request, Knowledge, and Configuration Management processes.
• ● Establish daily operational reviews, weekly governance, monthly service reviews, quarterly executive reviews, and transparent reporting of risks, issues, actions, and dependencies.
• ● Coordinate critical incident response, business communications, root-cause analysis, corrective actions, and prevention of recurring defects.
• ● Provide functional leadership for RTR or PTP, review solution designs and changes, and ensure support outcomes align with finance, procurement, and control objectives.
• ● Manage demand, minor enhancements, releases, testing, cutover, hypercare, and transition-to-support activities.
• ● Lead capacity planning, staffing, utilization, shift coverage, succession planning, training, cross-skilling, and performance enablement for distributed teams.
• ● Own delivery financials, including budgeting, forecasting, effort consumption, productivity, profitability, change requests, and margin improvement.
• ● Drive automation, self-service, shift-left, knowledge reuse, monitoring, problem elimination, and measurable continual service improvement.
• ● Ensure adherence to customer security policies, UAE regulatory expectations, segregation of duties, access controls, data handling requirements, audit evidence, and approved operating procedures.
• ● Work with customer leadership, business process owners, SAP CoEs, vendors, and infrastructure teams to maintain a secure and resilient service.
• ● Required Functional Expertise
• ● Record to Report (RTR): Strong expertise in SAP FI/CO processes, including general ledger, accounts payable/receivable integration, asset accounting, bank accounting, cost center and profit center accounting, intercompany processing, allocations, period-end and year-end close, financial reporting, reconciliation, controls, and integration with MM, SD, PS, and other relevant modules.
• ● Procure to Pay (PTP): Strong expertise in SAP MM and related finance integration, including requisitioning, sourcing support, purchase orders, service procurement, inventory and goods receipt, invoice verification, three-way matching, vendor master governance, payment integration, release strategies, subcontracting, procurement controls, and integration with FI/CO, WM/EWM, Ariba, and other relevant solutions.
• ● Key Responsibilities
• ● Defense-Customer and Security Expectations
• ● Demonstrated ability to operate in a highly controlled, mission-critical, and audit-intensive environment.
• ● Strict adherence to confidentiality, need-to-know access, customer site protocols, secure communication channels, and data residency requirements.

Requirements

• ● -18 years of overall SAP experience, including substantial experience leading SAP AMS or production support engagements.
• ● At least 5 years in Service Delivery, Engagement Management, Program Management, or an equivalent customer-facing leadership role.
• ● Deep functional expertise in either SAP RTR (FI/CO) or PTP (MM with FI integration); working knowledge of the complementary value stream is preferred.
• ● Strong experience with SAP ECC and/or SAP S/4HANA support, enhancements, integrations, upgrades, and service transitions.
• ● Proven management of large, multi-vendor, multi-location teams supporting business-critical operations and, preferably, 24 7 services.
• ● Strong understanding of ITSM tools such as ServiceNow or Solution Manager, operational dashboards, service reporting, and knowledge management.
• ● Bachelor's degree in Engineering, Computer Science, Information Systems, Finance, Supply Chain, or a related discipline.
• ● ITIL certification is strongly preferred; PMP, PRINCE2, Scrum, SAP Activate, or relevant SAP certification is advantageous.
• ● Excellent English communication, executive presentation, negotiation, conflict-resolution, and stakeholder-management skills; Arabic capability is an advantage.
• ● Core Competencies
• ● Customer-centric service leadership and executive stakeholder management
• ● Operational governance, risk management, and decisive escalation leadership
• ● Commercial acumen, contract interpretation, budgeting, and profitability management
• ● Structured problem solving, root-cause analysis, and data-driven decision-making
• ● Team leadership, coaching, collaboration, and accountability
• ● Continuous improvement, automation, and transformation mindset
• ● Key Success Measures
• ● Consistent achievement of agreed SLAs, KPIs, availability, resolution, and customer-satisfaction targets.
• ● Reduction in critical incidents, ticket backlog, aging, repeat defects, and mean time to restore service.
• ● Successful completion of audits with timely closure of security, compliance, and control observations.