PMS Leader

Role

The PMS (Platform Management Services) Lead/Manager is responsible for overseeing a multidisciplinary team that delivers comprehensive 360° support services across SAP environments. This role ensures consistent, high‑quality delivery across service desk operations, system monitoring, BASIS development, and infrastructure management for both on‑premise and cloud platforms.

The position requires strong leadership, operational excellence, and effective stakeholder communication, particularly with SAP Business Units across multiple countries and internal Service Managers who interface directly with customers

Responsibilities

• Lead and manage four core functional areas:

Service Desk: Oversee request handling, task coordination, reporting, and compliance with established procedures and quality standards.

24x7 Monitoring Team: Ensure timely detection and response to system alerts and incidents.

BASIS Development Team: Guide activities related to SAP BASIS administration, upgrades, performance tuning, and issue resolution.

Infrastructure Team: Manage specialists across on‑premise and cloud landscapes to support SAP technical operations.

• Drive team performance, KPI achievement, skills development, and resource planning.
• Foster a culture of accountability, service excellence, and continuous improvement
• Ensure the end‑to‑end delivery of SAP platform services in line with SLAs and customer expectations.
• Optimize workflows, processes, and documentation across all service areas.
• Monitor and analyse operational metrics to identify trends, risks, and improvement opportunities.
• Implement best practices for incident, request, and change management.
• Coordinate cross‑functional efforts to ensure seamless service integration
• Maintain constant communication with SAP Business Units across various countries, understanding service needs and ensuring alignment with operational capabilities.
• Work closely with Service Managers, who serve as primary customer contacts, to:

Ensure timely delivery of services.

Address escalations and service gaps.

Support customer‑specific requirements and initiatives.

• Represent the PMS organization in internal and external meetings as needed
• Support strategic initiatives related to SAP platform modernization, cloud migration, and optimization.
• Collaborate with architecture and engineering teams on new capabilities and infrastructure improvements.
• Ensure readiness for new SAP technologies, tools, and updates.
• Oversee compliance with security standards, audit requirements, and corporate policies

Profile

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 8+ years of experience in SAP technical operations or platform management.
• At least 3–5 years of leadership or managerial experience in a multi‑disciplinary technical team.
• Strong knowledge of SAP BASIS, system monitoring tools, ITIL processes, and cloud/on‑premise infrastructure.
• Excellent communication and stakeholder management skills.
• Proven ability to manage service delivery teams and drive operational excellence
• Experience working in global or multi‑country SAP operations.
• Familiarity with cloud platforms (Azure, AWS, GCP) in SAP contexts.
• ITIL certification or equivalent process governance expertise.
• Experience in vendor management and cross‑functional coordination
• Strong leadership and team empowerment mindset.
• Problem‑solving aptitude with proactive decision‑making.
• Customer‑centric approach with high responsiveness.
• Ability to perform under pressure in a dynamic operational environment.