AMS SAP Support Lead

Evora IT Solutions is seeking a dynamic and experienced AMS SAP Support Lead to drive and expand our Application Management Services (AMS) practice for the Americas region. This critical leadership role will oversee the successful delivery of our AMS offerings, ensuring exceptional customer experience and operational excellence. As a key leader, you will be responsible for managing a geographically diverse team, collaborating with global partners, supporting the sales team, and continuously improving service delivery. This role offers the opportunity to make a significant impact by shaping and scaling a growing team while fostering strong customer relationships.

If you’re a natural leader who thrives on building high-performing teams, has a passion for customer success, and enjoys working in a fast-paced, collaborative environment, we want to hear from you!

• Lead, mentor, and inspire a team of application support specialists and analysts across North America, Brazil, and India.
• Foster a collaborative, innovative, and customer-centric team culture.
• Manage direct reports, providing coaching, career development, and performance feedback.
• Own the delivery of contractually agreed AMS services, ensuring service level agreements (SLAs) and key performance indicators (KPIs) are consistently met.
• Develop and refine processes and procedures to improve operational efficiency and align with organizational objectives.
• Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.
• Prepare operational reports for senior management and key stakeholders.
• Manage budgets related to AMS activities and ensure cost-effective service delivery.
• Act as the primary point of escalation for key customer accounts, ensuring timely resolution of incidents and issues.
• Build and maintain strong customer relationships, acting as a trusted advisor.
• Analyze customer-reported data to identify trends and implement strategies to improve customer experience and retention.
• Work closely with sales teams to support the pursuit of new AMS opportunities, including solution design and proposal development.
• Coordinate with delivery teams to ensure seamless transitions of new customers into AMS.
• Collaborate with global partners to align delivery strategies and ensure high-quality service.

• Bachelor’s degree in Computer Science, Information Technology, Business, or a related field.
• 5+ years of experience in application management, IT service delivery, or related roles, with at least 2 years in a leadership capacity managing direct reports.
• Strong understanding of application lifecycle management and ITIL frameworks (ITIL certification preferred).
• Familiarity with cloud technologies, databases, and software development methodologies.
• SAP experience and knowledge of Enterprise Asset Management (EAM), Maintenance, or Field Service are highly desirable.
• PMP or relevant project management certifications are a plus.
• Excellent problem-solving, analytical, and decision-making skills.
• Strong communication and interpersonal skills, with the ability to engage effectively at all organizational levels.
• Proven experience in IT service delivery or customer care management, with a track record of building and developing high-performing teams.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Technical curiosity and enthusiasm for learning the latest technologies.
• Highly customer-oriented with a proactive, independent, and solution-driven mindset.

• Opportunities for Growth: You'll have the chance to expand your skills in SAP technologies 
• Impactful Role: Opportunity to lead and shape a growing AMS team
• Global Collaboration: Work with a diverse, international team and gain exposure to global markets and customers.
• Work from Home – Enjoy the flexibility of working remotely from anywhere.
• Flexible Hours – Work within US Eastern Time Zone hours (8am - 5pm), giving you a balanced workday.
• Generous Paid Time Off – Take time for yourself with our competitive PTO benefits.
• Attractive Compensation – Competitive salary with an incentive compensation program to reward your hard work.
• Global Opportunities – Annual company trips to both the United States and other exciting destinations around the globe.
• Autonomy & Impact – Take ownership of your projects and work independently, implementing solutions holistically.
• Great Place to Work – We're proud to be recognized as a Great Place to Work Certified company.