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At New Era, you'll join a team-oriented culture that prioritizes your personal and professional development. Work alongside industry-certified experts, access continuous training, and enjoy competitive benefits. Guided by our core attributes — putting people first, embracing continuous learning, and thriving through collaboration and inclusion — we nurture our people to deliver exceptional customer service.
If you want to make an impact in a supportive, growth-oriented environment, New Era is the place for you. Apply today and help us shape the future of work—together
Job Title: SAP Support Services Associate Manager
Company: New Era Technology
Employment Type: Permanent | Full-time
Location: Remote (India)
Position Overview
We are seeking an experienced SAP Support Services Associate Manager to join our growing SAP Practice. The ideal candidate will be responsible for managing the day-to-day operations of multiple SAP AMS clients, ensuring delivery excellence, driving customer satisfaction, and supporting ongoing service improvements.
This is a permanent remote position with opportunities for global exposure and career growth within our expanding SAP delivery organization.
Key Responsibilities
- Manage a pool of local and offshore SAP AMS clients, overseeing ticket deliveries, SLAs, and budgets.
- Serve as theprimary point of contactfor clients on all support-related matters, including escalations and critical issues.
- Track, monitor, and report progress of user tickets, ensuring timely resolution and proactive communication.
- Manage and de-escalatecritical incidentsin collaboration with support teams and operations.
- Perform delivery performance analysis and recommend improvement or corrective actions.
- Work closely with users to define requirements, timelines, Go-Live plans, and support arrangements.
- Facilitate and guide the support team in solutioning and resolving issues effectively.
- Prepare and deliver reports on service performance; conduct periodic client reviews.
- Assist inclient retention strategiesand ensure high customer satisfaction.
- Review and verify change request proposals from consultants for accuracy and feasibility.
- Identify and nurture new business opportunities within existing accounts.
- Leadtransition and onboardingof new SAP AMS clients, including knowledge transfer and documentation validation.
- Conduct lessons-learned and service improvement workshops.
- Provide peer review, quality checks, and hands-on coaching for delivery teams.
- Prepare and submit weekly timesheets and maintain adherence to organizational standards.
- Ensure compliance withInformation Security Management System (ISMS)requirements.
- Manage and work in multiple or rotating shifts to meet24x7 delivery objectivesas required.
Mandatory Requirements
- 3–5 years of experience inoffshore SAP AMS/supportandproject implementation lifecycles.
- Strong exposure toSAP Support environments, client management, and ticket handling.
- Experience leading internal delivery teams (10–25 resources) in a shared support model.
- Sound knowledge ofITSM toolssuch as ServiceNow, Jira, Freshdesk, or ConnectWise.
- Advancedreporting skillsin MS Excel and PowerPoint.
- Hands-on experience working inoffshore/onshore delivery models.
- Familiarity withDevOps, Agile, and Scrummethodologies.
- SAP Functional or Technical module training/certification will be an added advantage.
Personality Traits & Soft Skills
- Excellent command of English – both written and verbal.
- Goal-oriented, self-driven, and dependable in meeting delivery targets.
- Strong client-facing and stakeholder management skills.
- Analytical mindset with sound problem-solving and decision-making skills.
- Structured approach to managing risks and ensuring compliance with SLAs.
- Strong interpersonal and relationship-building skills to drive team collaboration.
- Ability to manage multiple clients simultaneously with a calm, professional demeanor.
Why Join New Era Technology?
- Be part of aglobal SAP Gold Partnerorganization.
- Work remotely with diverse, international clients and teams.
- Opportunity to grow within a rapidly expanding SAP practice.
- Competitive salary, benefits, and professional development opportunities.
How to Apply
If this opportunity excites you and matches your expertise, we’d love to hear from you!
📩 Please share your updated resume with [email protected]
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