SAP Service Delivery Manager

Fidel Consulting KK (Tokyo, Japan) Follow 2 hours ago

Full-time Bridge SOX Root Cause Analysis Continuous Improvement SAP Products

Apply Now

Appealing Points:

Japan–Global–Offshore Service Leadership: Own Japan service delivery and act as the bridge between Japan stakeholders, the Global SDM, regional teams, and offshore AMS teams.
SAP S/4HANA AMS Expertise: Lead incident management, RCA, production stability, ITSM governance, and continuous improvement across multiple SAP functional areas.
Global & Multi-Region Exposure: Manage steady-state AMS operations alongside new-site go-live and hypercare activities across Japan, India, Europe, and the Americas.

Annual Salary: 8 Million Yen or higher

Job Responsibilities:

Review and interpret SAP S/4HANA incidents and service requests at a functional level, assess business impact and priority, and direct them to the appropriate resolver group.
Apply ERP process knowledge to distinguish configuration errors, data inconsistencies, and process gaps, and validate proposed solutions before closure.
Drive Root Cause Analysis (RCA) with offshore AMS teams and agree on interim workarounds and permanent corrective actions.
Lead rapid triage, prioritization, and RCA reporting for major incidents.
Lead responses to high-severity production incidents and minimize business impact through cross-functional coordination.
Translate Japan business needs into clear English requirements, ticket context, business impact, and acceptance criteria.
Align Japan priorities with global standards and escalate cross-regional dependencies, risks, and governance decisions.
Conduct daily communication with offshore AMS teams to align priorities and resolve queries.
Review offshore deliverables and confirm that they meet regional quality standards before closure.
Explain solutions and deliverables to global IT leadership, regional SDMs, and business stakeholders in Japanese or English as appropriate.
Lead requirement negotiations, alignment discussions, and global progress/performance reporting.
Enforce ITSM process discipline across Incident, Problem, and Change Management.
Own ticket closure quality checks and maintain audit-ready documentation.
Analyze ticket trends to identify recurring issues and process bottlenecks.
Drive standardization, automation, and training initiatives to improve operational efficiency.
Support cutover and hypercare activities for new site go-lives while governing steady-state AMS operations.
Support user onboarding, training, 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 changes and approvals.

Job Qualifications:

Must be based in Japan and able to work regularly with Japan-based business and IT stakeholders.
Proven experience delivering or managing SAP S/4HANA AMS, preferably in a large-scale, multi-country or multi-region delivery model.
7+ years of SAP or equivalent enterprise ERP functional experience across multiple workstreams such as FI/CO, SD, MM, PP/QM, or EWM.
Strong functional judgment to interpret L2/L3 incidents, challenge RCA, and validate proposed solutions.
Experience working daily with offshore AMS teams in a cross-cultural, multi-region delivery model.
Experience with deliverable review, quality management, and coordination of regional delivery leads across multiple time zones.
Practical understanding of ITIL-aligned ITSM practices, including Incident, Problem, Change Enablement, Request Fulfilment, Service Level Management, and Continual Improvement.
Experience with SLA management and multi-tier escalation models.
Experience with major incident escalation, SLA/KPI reporting, and QBR-style governance reviews.
Ability to manage steady-state AMS support and new-site cutover/hypercare activities across overlapping time zones.
Working knowledge of SOX/ITGC/SoD controls.
Experience with ServiceNow or an equivalent ITSM platform.
SAP Solution Manager familiarity.

Japanese Languages: Native level Japanese required and Busniess level English

Company Description

The company was founded by former SAP consultants in 1995 and continues to maintain operational proximity to SAP and cooperates closely with the individual areas of SAP product development. In short, we are the absolute SAP experts.

The company reached revenue of €231 million in 2023. Since 2009, revenue has quadrupled.

With experience from more than 3,000 international projects and over 25 years of market presence, we are the hidden champion for global and digital end-to-end business process solutions. 70 percent of the world market leaders of European origin trust us. We are their partner at eye level and a global supplier of their corporate business solutions based on SAP software and cloud technology.

. Skillset Required: SAP S/4HANA AMS, Incident management, Root Cause Analysis (RCA), Production stability, ITSM governance, Continuous improvement, ERP process knowledge, Configuration error identification, Data inconsistency resolution, Process gap analysis, Triage, Prioritization, RCA reporting, Cross-functional coordination, ITSM process discipline, Incident Management, Problem Management, Change Management, Ticket closure quality checks, Audit-ready documentation, Ticket trend analysis, Standardization, Automation, Training initiatives, Cutover activities, Hypercare activities, User onboarding, Training, Issue triage, SOX compliance, ITGC controls, SoD control understanding, SLA management, Multi-tier escalation, Major incident escalation, KPI reporting, QBR governance reviews, ServiceNow, SAP Solution Manager, SLA/KPI reporting, English language communication, Japanese language communication, Cross-cultural communication, Multi-region delivery model, Quality management, Coordination of regional delivery leads, ITIL-aligned ITSM practices, Request Fulfilment, Service Level Management, Continual Improvement

Apply Now

Save Job