Head of SAP Application Management Services (AMS)

Contributing your strengths: your qualifications

• 10+ years of experience in SAP Application Management, SAP Operations, AMS, or related SAP leadership roles within complex international environments.
• Proven experience building, transforming, or leading SAP Application Management Services organizations, preferably supporting SAP S/4HANA environments.
• Strong experience designing AMS operating and sourcing models, combining internal capabilities with external service providers or managed services.
• Proven experience selecting, governing, and managing SAP AMS providers, system integrators, or other strategic technology partners against defined service levels and performance expectations.
• Strong understanding of SAP application lifecycle management, Level 2/Level 3 support, Hypercare, transition to operations, incident and problem management, and continuous improvement.
• Broad understanding of SAP-enabled business processes across areas such as Finance, Supply Chain, Sales, Service, and Manufacturing.
• Strong knowledge of IT Service Management principles and relevant platforms such as ServiceNow and SAP Cloud ALM; ITIL experience is highly valued.
• Strong leadership and people development capabilities, combined with the ability to influence senior business, IT, and external partner stakeholders in an international environment.
• Excellent analytical, organizational, and problem-solving skills, with a strong service orientation and the ability to build structures and capabilities in a developing environment.

• Fluent in English; additional languages such as German or Spanish and certifications such as ITIL, SAP, PMP, or Agile are considered an advantage.

Join Liebherr, a global leader in engineering and manufacturing, as we advance our digital transformation journey. We are looking for an experienced Head of SAP Application Management Services (AMS) (m/f/d) to build and lead our future global SAP application management capability from our IT Shared Service Centre in Madrid.

This is a unique opportunity to build a global SAP AMS organization from the ground up as Liebherr transitions from its S/4HANA greenfield transformation into sustainable global operations. You will define the operating model, establish the organization and governance, and create a scalable service combining Liebherr's internal SAP expertise with external Application Management Services providers.

You will be accountable for global Level 2 and Level 3 functional SAP application services, from the transition out of implementation and Hypercare through stable operations and continuous improvement. This includes building and developing the internal SAP operations team, defining the sourcing and service delivery model, managing external providers, and establishing the processes, service levels, KPIs, and governance required to deliver a high-quality global service.

Creating passion: your responsibilities

• Build and lead Liebherr's global SAP Application Management Services (AMS) capability from the ground up, establishing scalable Level 2 and Level 3 functional application services.
• Define and implement the SAP AMS operating and sourcing model, combining internal SAP capabilities with external service providers to deliver an effective and scalable global service.
• Build, lead, and develop a high-performing internal SAP operations team across key functional domains, fostering ownership, collaboration, and continuous development.
• Lead the transition from implementation and Hypercare into stable operations, defining operational readiness criteria and ensuring effective knowledge transfer and service acceptance.
• Select, onboard, govern, and manage external AMS providers, ensuring service quality, contractual performance, effective collaboration, and clear accountability across internal and external teams.
• Establish end-to-end service governance, including service levels, escalation models, operational KPIs, capacity management, reporting, and performance reviews.
• Ensure effective management of incidents, service requests, problems, and business-critical issues while driving root-cause resolution and sustainable improvements.
• Collaborate with Solution Architects, Business Process Owners, technical teams, and transformation programs to ensure an effective flow between operations, continuous improvement, and solution evolution.
• Drive service excellence through standardization, automation, knowledge management, and continuous improvement, leveraging platforms such as ServiceNow and SAP Cloud ALM.

The working location for this position will be in Madrid city, where we operate a hybrid model, requiring at least 40% of the working time spent on-site on a weekly basis.

• Ability to travel (up to 20%) to Liebherr locations worldwide to support operational transitions, service establishment, and key stakeholder engagements.