SAP Service Delivery Manager

Role Overview

Stefanini is seeking a Service Delivery Manager (SDM) based in the LATAM to serve as the regional delivery lead for SAP S/4HANA Application Management Services (AMS). This role sits within Client's global AMS operating model, working in close coordination with the Global Service Delivery Manager and the offshore AMS delivery team (primarily India-based), and is accountable for stable, high-quality operation of live SAP S/4HANA sites in the region.

The SDM is not expected to perform hands-on configuration or development work. Instead, the role requires a practitioner-level understanding of SAP S/4HANA (or an equivalent ERP platform) gained through experience across multiple functional workstreams, so that the SDM can assess incident content, challenge and validate the offshore team's analysis, and make sound prioritization and solution decisions. Depth in a subset of workstreams is acceptable, provided the candidate can operate credibly across the broader end-to-end process landscape. The US region is also expecting multiple new site go-lives beginning next year, so the SDM must be equally comfortable running steady-state operations for existing live sites and supporting cutover/hypercare activity for new sites - in parallel.

Scope of Work

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.

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.
• 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.

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.
• 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).

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.

US Stakeholder Management:

• Clearly explain offshore-provided solutions and deliverables to US business users and stakeholders.
• Lead requirement negotiation, alignment discussions, and progress reporting with regional stakeholders.

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.

Ticket Trend Analysis & Continuous Improvement:

• Analyze historical ticket data to identify recurring issues and process bottlenecks.
• Propose and drive standardization, automation, and additional training initiatives to improve operational efficiency.

Parallel Go-Live Support (New Site Rollout):

• Support cutover and hypercare activities for new US site go-lives planned from next summer, while continuing to manage steady-state AMS operations for existing live sites.
• Lead new-site user onboarding, training support, and issue triage during stabilization periods.

Compliance & Controls:

• Ensure workarounds, emergency fixes, and process changes do not create SOX/ITGC/SoD control violations.
• Maintain audit-ready documentation and evidence for all changes and approvals.

Required Skills:

• 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 - for example Record-to-Report (FI/CO), Order-to-Cash (SD), Procure-to-Pay (MM), Plan-to-Deliver (PP/QM), or Warehouse Management (EWM). Coverage of every module is not required; deep experience in some areas combined with working knowledge of adjacent end-to-end processes is acceptable. Current hands-on configuration/development delivery is not expected in this role.
• Functional Judgment & Solution Validation: Ability to interpret L2/L3 incident content, guide and challenge root cause analysis, and validate proposed solutions - i.e., substantive functional judgment rather than ticket routing alone. Self-performed configuration or development is not required.
• Offshore/Global Collaboration: Demonstrated experience working daily with offshore AMS teams (e.g., India) in a cross-cultural, multi-region delivery model, including deliverable review and quality management; experience coordinating with a Global SDM or equivalent global governance layer.
• ITSM Process Knowledge: Practical understanding of ITIL-aligned ITSM practices - Incident, Problem, Change Enablement, Request Fulfilment, Service Level Management, and Continual Improvement - including SLA management and rule adherence in a service desk / AMS environment.
• Escalation & Governance: Experience operating within a multi-tier escalation model (Regional → Global → Customer), including major incident escalation, SLA/KPI reporting, and QBR-style governance reviews.
• Parallel Operations Capability: Ability to concurrently manage steady-state AMS support for live sites and cutover/hypercare activity for new go-live sites.
• Compliance & Controls: Working knowledge of SOX/ITGC/SoD controls in a regulated, manufacturing-oriented environment.
• Tools: Experience with ServiceNow (or equivalent ITSM platform) and SAP Solution Manager / Familiarity with automation or AI-assisted ITSM tooling is a plus.

Show more Show less