Service Delivery Manager (SDM) SAP S/4HANA AMS

The SDM's responsibilities include, but are not limited to, the following (evaluation criteria, contract terms, and SLA/KPI details are outside the scope of this JD):

1.Incident / Request Oversight (L2/L3 Functional Judgment):

◦Review and interpret SAP S/4HANA incidents and service requests at a functional level, assess business impact and priority, and direct them to the right resolver group with clear context — hands-on configuration or development is performed by the AMS delivery team.

◦Apply ERP process knowledge to distinguish configuration errors, data inconsistencies, and process gaps, and validate that proposed solutions are technically and operationally sound before closure.

2.Root Cause Analysis (RCA) & Corrective Action:

◦Drive RCA with the offshore AMS team from configuration, business process, and data perspectives; review and challenge findings, and agree interim workarounds and permanent corrective actions.

◦For major incidents, perform rapid triage/prioritization and lead RCA reporting through to action closure.

3.Production Stability & Major Incident Management:

◦Lead the response to high-severity production incidents, minimizing business impact while coordinating cross-functional resolution across regional, global, and offshore teams.

4. Regional–Global AMS Coordination (Bridge Role):

◦Consolidate US region business requirements and ticket content clearly in English for the offshore AMS team, including functional requirements and acceptance criteria.

Astemo, Ltd. — Confidential

◦Act as the primary liaison between US region stakeholders and the Global SDM / offshore AMS team, ensuring smooth information flow across the three-tier structure (Regional → Global → Offshore).

5.Daily Communication & Deliverable Management:

◦Run daily communication (email, calls) with the offshore AMS team to align priorities and resolve queries.

◦Review deliverables submitted by the offshore team to confirm they meet regional quality standards before closure.

6.ITSM Process Adherence & Quality Governance:

◦Enforce ITSM process discipline (ticket categorization, SLA adherence, documentation) across Incident, Problem, and Change Management practices.

◦Own quality checks at ticket closure and maintain documentation standards for audit readiness.

Candidates must meet the following minimum requirements: Area Requirement

SAP S/4HANA AMS Experience

✅Proven experience delivering or managing SAP S/4HANA Application Management Services (AMS), ideally within a large-scale, multi-country / multi-region delivery model (onshore, nearshore, or offshore combinations).

✅ERP Functional Experience (7+ years, Multi-Workstream)

✅7+ years of SAP (or equivalent enterprise ERP) functional experience covering multiple workstreams

✅Ability to interpret L2/L3 incident content, guide and challenge root cause analysis, and validate proposed solutions

✅Demonstrated experience working daily with offshore AMS teams (e.g., India) in a cross-cultural, multi-region delivery model, including deliverable review and quality managemen

✅Practical understanding of ITIL-aligned ITSM practices — Incident, Problem, Change Enablement, Request Fulfilment, Service Level Management, and Continual Improvement

✅Experience operating within a multi-tier escalation model (Regional → Global → Customer), including major incident escalation, SLA/KPI reporting, and QBR-style governance reviews.

✅Ability to concurrently manage steady-state AMS support for live sites and cutover/hypercare activity for new go-live sites.

✅Working knowledge of SOX/ITGC/SoD controls in a regulated, manufacturing-oriented environment.

✅Experience with ServiceNow (or equivalent ITSM platform) and SAP Solution Manager / Familiarity with automation or AI-assisted ITSM tooling is a plus.

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