SAP Application Development (AD) & Application Management Services (AMS) Manager

PRIMARY JOB PURPOSE

Responsible for leading and governing SAP Application Development (AD) and Application Management Services (AMS) across the enterprise SAP landscape, ensuring the successful delivery of enhancements, and support services aligned to business objectives.

The role acts as the primary liaison between business stakeholders, SAP functional and technical teams, architects, project managers, and service providers to ensure effective planning, prioritization, execution, and support of SAP solutions. The candidate will be accountable for driving service excellence, managing vendors and delivery teams, overseeing execution, and ensuring stable SAP operations across all business-critical processes and modules.

KEY POSITION ACCOUNTABILITIES

• Lead the delivery and governance of SAP Application Development (AD) and Application Management Services (AMS) across multiple SAP modules and business functions.
• Act as the central point of coordination between business stakeholders, SAP functional teams, technical teams, architects, project managers, and service providers.
• Manage SAP continuous improvement initiatives from inception through deployment and stabilization.
• Ensure effective delivery of AMS services, including Incident Management, Problem Management, Change Management, Service Request Management, and Release Management.
• Establish and monitor service levels, operational KPIs, ticket backlogs, aging incidents, customer satisfaction metrics, and vendor performance.
• Drive prioritization and governance of project demands, enhancement requests, and production support activities to ensure alignment with business priorities.
• Collaborate with business process owners across functions including Sales, Procurement, Manufacturing, Finance, Supply Chain, Logistics and Customer Service to identify and deliver technology solutions.
• Coordinate cross-functional solution delivery involving SAP modules such as SD, MM, PP, PM, FI/CO, EWM, BRIM, and other integrated solutions as applicable.
• Manage SAP AMS provider, ensuring contractual commitments, service quality, and delivery expectations are consistently achieved.
• Lead major incident management activities, root cause analysis, corrective actions, and continuous service improvement initiatives.
• Support budget planning, resource management, capacity planning, risk management, and project portfolio governance activities.
• Provide regular communication and status reporting to business leadership, IT management, and project governance boards.
• Build and maintain high-performing SAP support and delivery teams while fostering collaboration, accountability, and a customer-focused culture.

SELECTION CRITERIA

Essential

• Bachelor's or Master's degree in Information Technology, Computer Science, Engineering, Business Administration, or a related discipline.
• Minimum 12-15 years of SAP experience with strong understanding of end-to-end enterprise business processes.
• Minimum 3 years of leadership experience managing SAP Application Development (AD) and/or Application Management Services (AMS) teams.
• Proven experience managing SAP projects, enhancements, support services, and vendor delivery engagements.
• Deep functional expertise in Quote-to-Cash (Q2C), with sufficient understanding of adjacent business processes and modules.
• Strong understanding of IT Service Management processes including Incident, Problem, Change, Release, and Service Level Management.
• Experience managing managed-service providers, offshore delivery teams, and external implementation partners.
• Demonstrated ability to manage multiple priorities, competing demands, risks, and stakeholder expectations in a complex global environment.
• Experience in SAP S/4HANA environments.
• Strong leadership, communication, stakeholder management, conflict resolution, and decision-making skills.
• Experience managing project plans, budgets, resource forecasting, and delivery governance.

Desirable

• Experience managing both Application Development and AMS functions within a global SAP landscape.
• SAP certification in any functional, technical, or project management discipline.
• ITIL Foundation or equivalent IT Service Management certification.
• Project Management certification such as PMP, PRINCE2, Agile, Scrum, or SAP Activate.
• Basic understanding of ABAP, interfaces, workflows, forms, and SAP development lifecycle.

WORK ENVIRONMENT FACTORS

• Office-based / Remote working model.
• Responsible for ensuring compliance with company Health, Safety, Security, and Risk Management policies.
• Operates within a global support and delivery model supporting business users across APAC, Europe, and the Americas.
• Flexibility to support major incidents, critical project milestones, go-live activities, and leadership escalations outside standard business hours when required.
• Regular engagement with senior business stakeholders, technology leadership teams, implementation partners, and managed service providers.

We are the ASSA ABLOY Group

Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access.

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.