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Phoenix Consulting

Managed Services

Two tracks,
one run team.

24/7 run under SLA — split into two tracks: SAP Application Management, and Cloud & Data Managed Services.

What we do

Phoenix Managed Services splits deliberately into two tracks so each estate is run by people who actually know it. The SAP AMS track carries the functional + BASIS depth an S/4HANA estate needs; the Cloud & Data track carries the AWS engineering, FinOps and observability depth a modern cloud estate needs.

Both tracks run under SLA-backed 24/7 support with monthly service reviews and a continuous-improvement backlog fed from live operations. Customers can engage one track, both, or start with one and add the other as their estate grows.

Two tracks

Same run team, different specialities.

Managed Services splits into two dedicated tracks — engage one, engage both, or start with one and extend as your estate grows.

Track 01

SAP Application Management (AMS)

Functional + technical run for S/4HANA, ECC, SuccessFactors, Ariba and the wider SAP estate.

Delivered by SAP-certified consultants across FI/CO, SD/MM, HCM, BASIS and integration. Ticket routing to the right competency, month-end support, transport management, patch and note application, and a rolling roadmap of small enhancements delivered as change requests.

  • Functional AMS across every SAP module Phoenix delivers
  • BASIS + technical AMS, including RISE-managed estates
  • SAP-specific SLAs (P1 within one hour on production S/4)
  • Month-end + year-end operations calendars
  • L4 Managed Operations — Phoenix runs the process, not just the fix
See the SAP track →
Track 02

Cloud & Data Managed Services

24/7 run for the cloud estate and the data platforms that sit on top of it.

Delivered by a certified operations pod. Monitoring, incident response, patching, backup, DR, security posture and FinOps for the cloud platform — plus data-platform run (pipelines, warehouse health, query performance, cost) and MLOps for production models.

  • 24/7 monitoring, incident response and patch management
  • Backup + DR with rehearsed failover — not just documented
  • Security-posture management — proactively managed, not just monitored
  • FinOps — right-sizing, commitment planning, waste elimination
  • Data-platform run: pipelines, warehouse health, query SLOs
  • MLOps — model registry, retraining, drift monitoring, guardrails
See the Cloud track →
Inside the practice

What's in scope.

24/7 monitoring & alerting

Alert routing, on-call rotation and escalation on the observability stack the customer already runs — issues caught before customers see them.

ObservabilityOn-callEscalation

Incident response

P1/P2 response under defined SLAs, blameless post-mortems and the improvement loop back into runbooks and infrastructure.

ITILPost-mortems

Patch management

OS patching, security updates and application-layer patching where in scope — scheduled, tested and reported.

ScheduledTestedReported

Backup & DR

Backup policy, off-site retention, DR runbooks and regular tested failover — not just documented, actually rehearsed.

BackupsOff-siteDR tests

Security posture management

Baseline controls, drift detection, identity reviews and remediation — proactively managed, not just reported.

BaselineDriftIdentity

Continuous improvement

Modernization backlog fed from what we see in run, delivered as small change requests — the estate gets better over time, not worse.

CR pipelineBacklog
How Phoenix delivers

The approach.

01
Onboarding

Runbook capture, tooling access, on-call rotation set up, SLA baseline agreed.

02
Steady state

24/7 run under agreed SLAs — with monthly service review and quarterly business review.

03
Improve

Feedback from run turns into modernization and optimization work — the estate compounds in value over time.

What you get

Named deliverables.

Every engagement lands specific artefacts — not slides.

SLA-backed 24/7 monitoring and incident response.

Patching, backup and DR run as a service.

Security posture actively managed, not just reported.

Monthly and quarterly service reviews with the customer.

Continuous-improvement backlog fed from live operations.

Customer stories

Customers on this journey.

Real Phoenix engagements — measured outcomes at MEA scale.

Real Estate·Egypt

Amer Group

Mixed-use developer migrates SAP off another cloud — onto AWS.

11×9s Data durability (S3)AWS MGN Cloud-to-cloud migration
See all case studies →
FAQ

Frequently asked

What SLAs does Phoenix Managed Services support?

SAP AMS: P1 within one hour on production S/4HANA; P2 within four business hours. Cloud & Data: P1 within 15 minutes on tier-1 workloads with 24/7 coverage. Custom SLAs supported.

Can we engage one track without the other?

Yes. Engage SAP AMS or Cloud & Data separately, both together, or start with one and extend as your estate grows. Neither track requires the other.

Where does the managed-services team sit?

Delivered from our Cairo delivery centre with regional cover from Riyadh, Dubai and Baku. On-call rotations are staffed for GMT+0 through GMT+6 business hours.

Talk to us

The earliest conversations
are usually the most useful.

Whether you're scoping an SAP move to cloud, restarting a stalled programme, or just trying to figure out where data and AI fit — start with a conversation.

info@phoenix-mea.comRequest a meeting →