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ADM Service Delivery Manager- SAP in Erlanger, Kentucky

Job Title:

Service Delivery Manager- SAP


Information Technology

Job Description:

Service Delivery Manager- SAP

Location: Erlanger, KY

Exempt level position.

Position Summary:

SAP Service Delivery Manager will be accountable for Application Maintenance and Support for SAP S/4HANA and will lead the team of functional and technical SAP resources from multiple process areas. Role will be responsible for the execution of the day to day operations of SAP S/4 HANA Support including management of service delivery, scope, release schedule, budget, resource, issues and risk, performance reporting, quality controls and contracts. The individual will ensure that the incidents/service requests are resolved as per the Service Level Agreement with the business.

Job Responsibilities:

  • Accountable for Application Maintenance and 24x7 Support for the SAP S/4 HANA environment.

  • Assume full ownership of the support tickets for the global SAP application.

  • Work with integration, development teams, 3rd party support providers to resolve the tickets within Operational/Service Level Agreement limits.

  • Understand global template and regional solutions designed/developed by Solution Delivery teams and manage resolution of tickets by the team keeping the solution intact.

  • Ensure thorough testing is performed by the team including regression testing before releasing any solution for final user validation.

  • Understand and follow ADM IT processes in performing all day-to-day activities.

  • Understand ADM IT Service Management process, ensure incident/problem/service tickets are updated regularly and accurately and ticket resolution is documented in the service management tool.

  • Ensure completion of minor enhancements on time, on budget following the ADM standard configuration/naming standards, Functional/ technical/ process design documents are created/updated.

  • Provide technical input in support of audit requests, as needed.

  • Follow regulatory compliance and Security standards.

  • Identify and implement business process continuous improvements opportunities

Job Requirements:

  • 5+ years strong experience working as a Service Delivery Manager for Global SAP Application Maintenance and Support engagement in a large/medium organization.

  • Experience with 24x7 support covering all time zones , working with multi-cultural support teams spread across different geographies.

  • Must have worked as a SAP Functional or Technical Consultant having hands on experience in Maintenance and Support

  • Should have experience handling stake holders like business users, IT management and Vendor partner.

  • Well versed with execution of Support operations like Incident Management, Change Management, Problem Management, Service Requests, SLA, Status reports, Dashboards, etc.

  • Experience in transition from project to Support

  • Must have Knowledge of Transport Requests Management

  • Must have knowledge of Regression Testing process.

  • Experience defining, developing and implementing 'operational aspects' of project and programs - governance, tracking, and reporting

  • Ability to understand and navigate complex map of program stakeholders and organizational structure, Escalation Management

  • Should have experience handling Major and Critical Incidents.

  • Excellent written and verbal communication and presentation skills to effectively communicate information to all levels within the organization

  • Analyze the operational environment to identify trends and patterns that require problem investigation by using incident data

  • Monitor environment and recommend/action improvements

  • Must be strong in following-up with the team members, other teams and 3rd party support vendors

  • Attention to detail is key for the success if this role

  • Ability to work in fast pace, complex environment and under tight deadlines

  • Ability to work effectively both independently and collaboratively as part of a team

  • Good mentorship and coaching ability with desire to develop self and others

  • Knowledge of ITIL, Agile, Scrum, Azure DevOps, ServiceNow, ChaRM, SOLMAN is added advantage.

  • Proficient in Outlook, Excel, Word, PowerPoint, and Sharepoint.

  • Strong analytical, organization, time management, facilitation, and process management skills

  • Demonstrated high level of written, verbal and interpersonal skills to communicate technical and non-technical information, ideas, procedures and processes.

  • Ability to evaluate and negotiate priorities and adapt to new/evolving individual and team assignments as adjustments are needed.

  • Ability to effectively communicate to all levels of an organization how current trends and technology can address identified business needs and capabilities

  • Interact and deal effectively with all levels of employees while maintaining a professional manner.

  • Maintains a positive work environment through teamwork & conflict resolution

  • Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements

  • Ability and willingness to travel by auto and air as needed to achieve business objectives

  • Bachelor’s degree related to Information Systems, Business or other relevant academic discipline

Relocation assistance is available with this position.

This position offers a complete benefit package, including 401K/ESOP, pension, health, life and dental insurance.

ADM requires the successful completion of applicable pre-employment drug screen, medical questionnaire and a background check.




KY - Kentucky

Ref ID:



ADM is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability and veterans status.

About ADM::

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We’re a global leader in human and animal nutrition and the world’s premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at www.adm.com.