Service Delivery Manager, Sr

Stefanini North America and APAC; Delhi; On-site; INR 14,409,000 - 20,173,000; Full time

Job summary

Astemo seeks a Service Delivery Manager for the US region to lead SAP S/4HANA AMS delivery. You will coordinate with Global SDM and offshore teams, ensuring stable operations and effective incident management without hands-on configuration.

You will apply ERP knowledge across multiple workstreams, drive RCA, and oversee production stability while guiding offshore delivery and ensuring quality across SLAs.

Qualifications

• 7+ years SAP S/4HANA AMS functional experience across multiple workstreams.
• Strong ITSM and ITIL knowledge with incident, problem, change enablement.
• Experience coordinating with offshore teams in a global AMS model.
• Business-oriented SAP knowledge with ability to validate RCA and fixes.

Responsibilities

• Lead incident oversight and triage with regional stakeholders and offshore teams.
• Perform RCA and drive corrective actions ensuring durable solutions.
• Manage production stability and major incident responses across regions.
• Bridge US region requirements to offshore AMS delivery and ensure quality.
• Enforce ITSM practices, SLA adherence, and audit-ready documentation.
• Coordinate go-live cutover and hypercare for new sites alongside steady-state support.

Skills

SAP S/4HANA AMS

ERP multi-workstream

Root Cause Analysis

ITSM / ITIL

Offshore collaboration

Stakeholder management

English proficiency

Incident / Request Oversight

Tools

ServiceNow

SAP Solution Manager

Job description

Service Delivery Manager (SDM) ? US Region, SAP S/4HANA AMS

Service Delivery Manager (SDM) based in the United States to serve as the regional delivery lead for SAP S/4HANA Application Management Services (AMS) across the US region. This role sits within Astemo'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.

• 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.

Job Requirements

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 ? 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.

Language

Language ? English Business‑fluent English (spoken and written) is required for daily communication, documentation, and stakeholder/offshore‑team coordination.

Tools

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

Preferred (Nice‑to‑Have) Qualifications

• Prior presales/RFP support experience (solution scoping, effort estimation, SLA/KPI proposal development).
• Exposure to automation/DevOps practices for SAP releases (CI/CD pipelines, ticket‑deflection automation).
• Manufacturing or automotive industry background.
• ITIL 4 Foundation/Practitioner, PMP, or relevant SAP module certification.
• Experience as a Bridge SE, Functional Lead, or AMS Track Lead in a comparable global AMS engagement.