SAP Service Delivery Manager (for AMS projects)
Posted Updated
Description
We are seeking a Japan-based Service Delivery Manager (SDM) for SAP S/4HANA Application Management Services (AMS). The Japan SDM will be accountable for stable, high-quality service delivery for Japan operations and will act as the primary interface for Japanese business and IT stakeholders. The role will work in close partnership with the Global Service Delivery Manager, regional counterpart SDMs, and the offshore AMS delivery team, ensuring that Japan priorities, risks, incidents, and service requirements are accurately represented within the global operating model.
Key Responsibilities:
- Incident / Request Oversight (L2/L3 Functional Judgment)
- Root Cause Analysis (RCA) & Corrective Action
- Production Stability & Major Incident Management
- Japan–Global–Offshore AMS Coordination (Bridge Role)
- Daily Communication & Deliverable Management
- Global & Regional Stakeholder Management
- ITSM Process Adherence & Quality Governance
- Ticket Trend Analysis & Continuous Improvement
- Parallel Go-Live Support (New Site Rollout)
- Compliance & Controls
Requirements
Essential Skills:
- SAP S/4HANA - experience in AMS projects
- ERP Functional Experience (7+ years, Multi-Workstream)
- Functional Judgment & Solution Validation
- ITSM Process Knowledge
- Escalation & Governance
- Parallel Operations Capability
- Compliance & Controls
- Japanese level: Native or Fluent
- Business-Level English
Nice to Have:
- Experience with ServiceNow (or equivalent ITSM platform)
- SAP Solution Manager
- Familiarity with automation or AI-assisted ITSM tooling is a plus.