Project Manager L2

Wipro•Boston, MA

About The Position

The SAP AMS Project Manager will lead the operational management, governance, transition, stabilization, and steady-state delivery of SAP Application Management Services for Acushnet. The role establishes a delivery framework across complex technology and application landscapes, manages resources and risks, and identifies opportunities for value creation and service improvement. The Project Manager leads the transition from implementation and build activities into the AMS run organization, ensuring knowledge transfer, operational readiness, SLA adherence, stakeholder governance, and service stability. The position owns SAP AMS and application development (AD) delivery across functional and technical workstreams. It coordinates onsite, offshore, and specialist teams; manages incident, service request, and problem operations; and oversees delivery of SAP projects and programs. The role is also responsible for customer governance, service-performance reporting, continuous improvement, and automation initiatives.

Requirements

More than 10 years of experience.
Project management skills.

Responsibilities

Own day-to-day delivery of SAP AMS services across functional and technical workstreams.
Manage L1.5, L2, and L3 support operations, including incidents, service requests, problem management, and operational improvements.
Drive adherence to agreed SLAs and KPIs, and escalate risks and service issues in a timely manner.
Coordinate onsite, offshore, and specialist teams across the AMS landscape.
Conduct operational reviews and prepare service dashboards for leadership.
Own delivery of SAP application development services across functional and technical workstreams.
Manage ABAP developers and functional consultants delivering SAP projects and programs of varying sizes.
Work with customer stakeholders and practice subject-matter experts to devise solutions.
Drive delivery-led growth for the engagement or account.
Develop and maintain detailed AMS transition plans, and drive resource onboarding, system and access readiness, and knowledge-transfer scheduling.
Track knowledge transfer through playback, shadowing, reverse shadowing or primary support, and operational acceptance.
Ensure completion of transition and support documentation, including SMTDs, EPDs, SOPs, and runbooks.
Maintain knowledge-transfer and readiness scorecards by application or module; drive phase-entry and exit criteria and AMS go/no-go readiness.
Ensure smooth handover from implementation teams to AMS.
Monitor incident backlog, aging, priorities, and SLA performance; coordinate critical and P1/P2 incidents and stakeholder communications.
Drive root-cause analysis and corrective and preventive actions for recurring issues.
Monitor ticket trends, identify ticket-reduction opportunities, ensure clear ownership and handoffs across SAP and integration teams, and prevent backlog accumulation.
Serve as the primary operational interface between customer stakeholders and the AMS delivery organization.
Run governance forums and prepare service-performance dashboards covering SLAs, ticket volumes, backlog and aging, major incidents, problem records and RCAs, risks and dependencies, resource availability, automation, and continuous improvement.
Maintain RAID and action trackers, and proactively escalate delivery, capacity, and technical risks.
Establish monthly or quarterly Continuous Service Improvement plans and identify repetitive tickets suitable for automation.
Implement automation use cases quarterly, drive permanent fixes rather than repeated incident resolution, and use SAP Cloud ALM for monitoring and observability.
Track measurable productivity, automation, and ticket-reduction benefits.