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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. Driven by values like Community, Integrity, Agility, and Commitment, 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)
New Era Technology is a global managed technology solutions provider with operations across 14+ countries. We deliver innovative and secure technology solutions that help our clients connect, collaborate, and transform digitally. As an SAP Gold Partner, we deliver end-to-end SAP implementation, AMS, and digital transformation services to clients across industries.
Position OverviewWe 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.
Manage a pool of local and offshore SAP AMS clients, overseeing ticket deliveries, SLAs, and budgets.
Serve as the primary point of contact for 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-escalate critical incidents in 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 in client retention strategies and 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.
Lead transition and onboarding of 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 with Information Security Management System (ISMS) requirements.
Manage and work in multiple or rotating shifts to meet 24x7 delivery objectives as required.
3–5 years of experience in offshore SAP AMS/support and project implementation lifecycles.
Strong exposure to SAP Support environments, client management, and ticket handling.
Experience leading internal delivery teams (10–25 resources) in a shared support model.
Sound knowledge of ITSM tools such as ServiceNow, Jira, Freshdesk, or ConnectWise.
Advanced reporting skills in MS Excel and PowerPoint.
Hands-on experience working in offshore/onshore delivery models.
Familiarity with DevOps, Agile, and Scrum methodologies.
SAP Functional or Technical module training/certification will be an added advantage.
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.
Be part of a global SAP Gold Partner organization.
Work remotely with diverse, international clients and teams.
Opportunity to grow within a rapidly expanding SAP practice.
Competitive salary, benefits, and professional development opportunities.
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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