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About the Role
Seeking a Japan-based Service Delivery Manager (SDM) for SAP S/4HANA Application Management Services (AMS). This role is accountable for stable, high-quality service delivery for Japan operations and serves as the primary interface for Japanese business and IT stakeholders. The SDM will partner with global and regional counterparts, and the offshore AMS delivery team to ensure Japan's priorities, risks, and service requirements are integrated into the global operating model.
Responsibilities
- Review and interpret SAP S/4HANA incidents and service requests, assess business impact and priority, and direct them to the appropriate resolver group with clear context.
- Apply ERP process knowledge to distinguish configuration errors, data inconsistencies, and process gaps, and validate proposed solutions.
- Drive Root Cause Analysis (RCA) with the offshore AMS team from configuration, business process, and data perspectives.
- Lead the response to high-severity production incidents, minimizing business impact and coordinating cross-functional resolution.
- Translate Japan business needs into clear English requirements, ticket context, business impact, and acceptance criteria for the Global SDM and offshore AMS team.
- Act as the Japan delivery counterpart to the Global SDM, aligning Japan priorities with global standards and escalating cross-regional dependencies, risks, and decisions.
- Run daily communication 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.
- Explain offshore-provided solutions and deliverables to global IT leadership, regional SDMs, and business stakeholders in Japanese and English.
- Lead requirement negotiation, alignment discussions, and global progress/performance reporting with regional counterpart SDMs and global governance forums.
- Enforce ITSM process discipline across Incident, Problem, and Change Management practices.
- Own quality checks at ticket closure and maintain documentation standards for audit readiness.
- Analyze historical ticket data to identify recurring issues and process bottlenecks.
- Propose and drive standardization, automation, and additional training initiatives to improve operational efficiency.
- Support cutover and hypercare activities for new site go-lives, while governing steady-state AMS operations for existing live sites.
- Work with the responsible regional SDM on new-site user onboarding, training support, and issue triage during stabilization periods.
- 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.
Requirements
- SAP S/4HANA AMS Experience
- ERP Functional Experience (7+ years, Multi-Workstream)
- Functional Judgment & Solution Validation
- ITSM Process Knowledge
- Escalation & Governance
- Parallel Operations Capability
- Compliance & Controls
- Native Japanese or equivalent highly fluent proficiency is mandatory
- Business-Level English
- Experience with ServiceNow (or equivalent ITSM platform) and SAP Solution Manager is a plus
- Familiarity with automation or AI-assisted ITSM tooling is a plus
Skills
- SAP S/4HANA
- Application Management Services (AMS)
- Service Delivery Management (SDM)
- Incident Management
- Request Management
- Root Cause Analysis (RCA)
- Major Incident Management
- ITSM
- ServiceNow
- SAP Solution Manager
- Automation
- AI-assisted ITSM tooling
Location
- Japan
Work Type
- Full-time
Experience Level
- 7+ years ERP Functional Experience