Freudenberg IT (FIT) America is an SAP-certified global provider of managed cloud services. FIT’s recognized as a leading strategic partner and provider within the SAP ecosystem, earning some of the highest customer satisfaction rates in the industry. Every day, we’re hard at work, behind the scenes, helping customers optimize the complicated technology that keeps their businesses humming. From consulting to cloud computing to analytics to help desk to disaster recovery, FIT provides the managed services and multi-level security, forward-thinking companies need to stay competitive and be resilient in today’s increasingly complex world.  

SAP Service Delivery Manager, AMS
SAP Application Management Services (AMS)

Your tasks

The FIT SAP Service Delivery Manager, AMS is a customer-facing position and represents FIT to both internal and external customers.  The ideal candidate will be an SAP functional consultant with deep knowledge in his or her core functional area as well as possess broad knowledge of all SAP products.  The successful candidate must have had experience with at least two full life-cycle implementations with post go-live support.  The candidate will act as a trusted advisor to the customer and be able to work in matrix organization.

  • Manage all facets of multiple customer accounts
  • Oversee delivery of SAP AMS Services
  • Lead regular status meetings with customers
  • Function as trusted advisor for customer on all SAP topics
  • Responsible for customer satisfaction
  • Coordinate with internal and external teams in the U.S., India, China and Germany for customer projects in the U.S and internationally
  • Hands-on coordination of service desk activities including follow up on service requests, escalations and resource conflicts
  • Responsible for SLA reporting and invoicing
  • Pre-Sales support including requirements gathering, solution design, pricing, contract creation, presentations to prospects
  • Identify and implement process improvement
  • Customer ticket resolution in primary SAP discipline
  • Represent AMS in quarterly business review meetings
  • Build proactive formal and informal communication/relationship with key client stakeholders
  • Resolve political, resource, budgeting, change and legal issues affecting the program
  • Escalate early issues about the engagements / program to regional leadership
  • Proactively manage program stakeholder satisfaction to position and secure customer reference and success story
  • Travel up to 30% domestic and international

Our expectations

  • Bachelor’s degree in Computer Science or related field
  • Minimum of 8 years hands-on experience in SAP
  • Minimum of 2-3 years of account management experience
  • Experience working in both production support and project-based roles
  • Team lead experience preferable
  • Ability to manage multiple work streams in a fast-paced environment
  • ITIL V3 certification or similar certification is preferred
  • Excellent verbal, written and presentation skills
  • Excellent interpersonal skills in communication with all organizational levels
  • Professional expertise in Microsoft Office (Excel, Word, PowerPoint and Project)
  • Fluent English language skills required, Spanish, German, or additional language a plus

Why work at FIT? For starters, we’re pretty cool peeps. Beyond that, your work here really matters. Really. There are no drones in sector 7-G here. Nope, you’ll be expected to pitch in, pull your weight and push the company forward —from the start. We’re growing rapidly and need go-getters, not order-takers. Put another way, you get the chance to make a difference right away!

Do you have any questions?

Freudenberg IT LP
Melissa Everitt ∙ Talent Acquisition ∙ 601 Keystone Park Drive, Suite 600 ∙ Morrisville, NC 27560 ∙ www.freudenberg-it.com
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