Senior SAP Program Manager & Service Delivery Lead

AMIT AGARWAL

Program Manager for SAP Transformations & ERP Service Delivery Manager

Contact: +1-947-***-**** E-mail: ********@*****.*** Linkedin: www.linkedin.com/in/

Work Authorization: Green Card / EAD (EB1-C)

PROFESSIONAL SUMMARY

IT Leader with 19+ years of global SAP/ERP experience across Program Management, Service Delivery, AMS Support, Incident & Problem Management, and Cutover Management. Expert in stabilizing production operations, leading global teams (150+), managing multi-vendor ecosystems, and ensuring SLA/KPI governance across USA, Europe, APAC, and LATAM.

PRIMARY TASK PERFORMED

Directed Application Managed Services (AMS) for Global SAP Instances, overseeing delivery across multiple geographies.

Managed a team of 150+ consultants distributed across the US, Mexico, Brazil, Europe, and India.

Actively engaged in resolving critical incidents (PO/P1/P2), ensuring timely ticket closure and business continuity.

Led multiple small projects and production support initiatives for diverse customers, balancing priorities and resources.

Ensured high-quality delivery of SAP solutions and services in alignment with contracts and Statements of Work (SOW).

Collaborated with cross-functional departments to develop and maintain risk management plans.

Designed and implemented Mitigation Plans and Communication Plans for project teams and stakeholders.

Maintained comprehensive project documentation in SharePoint, ensuring transparency and accessibility for stakeholders.

Monitored risks and issues, driving action plans and mitigation strategies to minimize impact.

Oversaw daily requests and end-user issues via ServiceNow, Remedy, and email, ensuring SLA compliance.

Ensured adherence to the Project Delivery Framework and methodologies, driving structured execution.

Conducted weekly and monthly status review meetings with stakeholders, fostering alignment and accountability.

Published project performance reports with detailed action plan updates.

Managed Incident and Problem Management, including SLA tracking and service improvement initiatives.

Coordinated with external vendors to support project deliverables and operational requirements.

Directed resource allocation, risk planning, productivity tracking, and process improvements to optimize delivery.

Handled escalations effectively, ensuring smooth business operations and stakeholder satisfaction.

EDUCATION & CERTIFICATIONS

ITIL Certified - Credential ID GR671260426AA

CSM(Agile) Certified - Credential ID 001171475

SAP Certified Associates- Project Manager - SAP Activate

SAP Certified Application Associates-SAP S/4 HANA for Financial Accounting Associates (1809)

Bachelor of Commerce (B. Com) – Choudhry Charan Singh University- India June 1999

PROFESSIONAL EXPERIENCE

Company

Role

Duration

Wipro Ltd

SAP and Non-SAP Service Delivery Manager

March 2021– Present

Wipro Ltd

SAP Manager

March 2016 – Feb 2021

Wipro Ltd

SAP Team Lead

March 2013 – Feb 2016

Wipro Ltd

Transition and Cutover Manager

March 2011 – Feb 2013

Wipro Ltd

FI Lead

March 2007 – Feb 2011

Wipro Ltd

FI Consultant

July 2006 – Feb 2007

KEY PROJECT DETAILS

Designation: ERP Service Delivery Manager Duration: March 2021 – Present

Project Name: AMS Engagement and Enhancement Delivery Client: Marelli

Environment: SAP ECC 6.0/ BPCS and MAPS Geography: USA

Responsibilities:

Managed end-to-end delivery for SAP and non-SAP systems (BPCS/MAPS), ensuring seamless operations, high system availability, and timely resolution of critical issues.

Led SAP Production Support include planning, coordination, effort estimation, escalation handling, and governance across incident, problem, and service request cycles.

Oversaw interface integration with CFDI, Concur, Kyriba, and EBS, ensuring secure, stable, and compliant data flow across business applications.

Coordinated with plant controllers for year-end closing, physical inventory readiness, compliance audits, and financial reporting activities.

Managed project planning, scheduling, cost/effort estimation, resource allocation, and delivery of enhancements across daily/weekly/monthly cycles.

Directed onsite–offshore delivery model; monitored team workload, tracked deliverables, resolved dependencies, and ensured alignment with project milestones.

Ensured governance and audit readiness through rigorous AMS documentation, adherence to SLA/KPI metrics, and compliance with quality standards.

Prepared SLA reports, WSR/MSR dashboards, ticket trackers, audit documents, monthly summaries, and executive-level presentations for leadership.

Engaged with business stakeholders, SMEs, and leadership to gather requirements, communicate progress, provide recommendations, and present ROI metrics.

Drove continuous service improvement initiatives, hypercare management, and enhancement delivery to ensure high-quality, on-time outcomes.

Identified risks, developed mitigation strategies, and maintained strict control of critical-path activities and cross-functional dependencies.

Implemented process improvements and automation solutions including ServiceNow auto-ticket creation for batch job failures and ABAP dumps.

Managed onboarding and offboarding of AMS team members, coordinating system access, workflows, and cross-team collaboration.

Supported solution design by analyzing SAP business requirements and collaborating with functional teams to implement production-ready solutions.

Led go-live, cutover, hypercare, and transition-to-steady-state activities, ensuring smooth project phase progression and operational continuity.

Maintained strong stakeholder and customer communication, driving issue resolution, expectation management, and timely escalation handling.

Designation: Project Manager Duration: March 2016 – Feb 2021

Project Name: AMS Engagement and Enhancement Delivery Client: Takeda Pharmaceutical

Environment: SAP ECC 6.0 Geography: USA

Responsibilities:

Coordinated SAP project and production support activities across onsite and offshore teams.

Scheduled and led stakeholder meetings to track progress, resolve issues, and align priorities.

Designed and implemented templates to enhance quality, boost productivity, and shorten delivery timelines.

Managed work allocation, end-to-end development delivery, and onboarding of new team members.

Oversaw knowledge management, functional design, and solution delivery following best practices.

Implemented continuous process improvements to standardize operations and enhance efficiency.

Monitored team performance and provided regular feedback for skill and productivity growth.

Conducted requirements analysis, prepared functional specifications, and guided SAP enhancements.

Managed integrated project plans, mitigated risks, and ensured timely delivery across modules.

Coordinated testing strategies, end-user documentation, training, authorization issues, and post-go-live transitions.

Designation: Team Lead Duration: March 2013 – Feb 2016

Project Name: AMS Engagement and Enhancement Delivery Client: Cardinal Health, Pitney Bowes, GFK Environment: SAP ECC 6.0 Geography: USA

Responsibilities:

Configured SAP Enterprise Structure and FICO components including Company Codes, Chart of Accounts, number ranges, fiscal year variants, field status variants, parallel currencies, tax procedures, APP, Dunning, House Banks, and cross-company accounting settings.

Designed and developed FRICE/RICEFW objects, coordinated interfaces (ETL, MFT/SFTP), set up payment integrations to banks, and rolled out 8 company codes with complete end-to-end testing.

Provided production support, resolved incidents/enhancement requests, managed high-priority service restoration calls, and ensured SLA compliance through structured ticket tracking, status reporting, and audit-oriented documentation.

Led workload balancing, offshore coordination, weekly team meetings, project planning, estimation, UAT/System Testing, deployment cycles, and cross-functional collaboration for solution delivery across FICO and integrated modules.

Conducted requirement elicitation, stakeholder workshops, process analysis, requirement traceability, logical/technical design preparation, solution assessments, and onsite–offshore coordination for development and data analysis.

Managed release deployment cycles involving multiple technical teams, ensuring risk mitigation, scalable design reviews, and other business-critical applications.

Ensured smooth onboarding through high-quality documentation, contributed process improvements, and gathered continuous feedback from customer teams for operational excellence.

Designation: Transition and Cutover Manager Duration: March 2011 – Feb 2013

Project Name: Production Support and Rollout Project Client: Philips, United Paper Mills

Environment: SAP ECC 6.0 Geography: USA

Responsibilities:

Managed global SAP application 24/7 support with aggressive SLAs, consistently maintaining 95%+ SLA compliance while ensuring timely issue resolution and customer satisfaction.

Led KT activities by preparing and obtaining client sign-off on AID documents, organizing KT/reverse KT schedules, and ensuring high-quality documentation for smooth onboarding of new team members.

Delivered all phase-wise milestones (Guided, Assisted, Parallel, Steady) with complete sign-off; prepared and maintained ticket trackers, monthly status reports, SLA reports, and internal audit documentation.

Balanced workload across the team, coordinated with cross-functional groups to ensure uninterrupted workflow, and ensured timely delivery of solutions within SLA targets.

Acted as the single point of contact for Cutover Strategy during UPM rollout, establishing detailed and repeatable cutover plans across SAP modules (MM, SD, PP, FICO, etc.) including infrastructure setup.

Led all cutover activities through QA and Production environments, ensuring step-by-step validations, governance, and flawless execution during migrations and go-lives.

Created and communicated mid-level release timelines covering code/data migrations, test cycles, cutover rehearsals, production cutover/go-live windows, system outage plans, and all critical technical deliverables.

Designation: FI Lead Duration: March 2007 – Feb 2011

Project Name: Production Support and Rollout Project Client: Schneider Electric, UPM, Carrier

Environment: SAP ECC 6.0 Geography: USA

Responsibilities:

Executed the rollout of a new company code based on the global SAP template, customizing configurations to meet local business processes and compliance needs.

Conducted business process design, GAP analysis with core users, and prepared detailed functional specification (RICEF) documents.

Configured balance sheet GL accounts, profit center assignments, tax codes, allocation structures, settlement profiles, and controlling master data.

Set up interfaces for automatic cost center/internal order updates and vendor invoice postings from legacy systems into SAP via IDoc.

Coordinated with developers by providing KT, test data, master/transaction data, and validating developed objects against functional specifications.

Managed end-to-end testing, controlled master data setup, and ensured CO processes (cost elements, cost centers, hierarchies, activity types) aligned with business requirements.

Designation: FI Consultant Duration: July 2006 – Feb 2007

Project Name: Production Support and Rollout Project Client: Sanyo Electric, Shell Energy

Environment: SAP ECC 6.0 Geography: USA

Responsibilities:

Configured SAP R/3 and SAP IS-U modules according to business requirements, including creation of divisions, account determination IDs, Business Partners, contract accounts, and FI-CA settings for GL determination and Performed configuration of main and sub-transactions, GL attributes, automatic postings in IS-U, and FI-CA processes such as dunning and the Automatic Payment Program.

Set up automatic account determination, GR/IR clearing, down payment processes, and revenue account determination with GL account assignments and handled end-to-end integration issues between FI, MM, and SD modules, including invoice verification (MIRO) and procurement-to-pay scenarios.

Managed failed IDoc processing and resolved system errors to ensure smooth transactional flow.

Supported Asset Accounting activities, including asset master data, depreciation runs, and financial period-end processes.

Defined new business processes, created training documentation, and maintained user manuals for end users.

Developed ABAP queries and custom reports based on client requirements to enhance reporting and operational visibility.

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