SDM - Manager - L4

Role: SAP Service Delivery Manager

Experience: 10+ Years

Location: Pune

Role Overview

The SAP AMS L4 Manager is responsible for leading the highest tier of SAP application support, managing complex incidents, problem resolution, enhancements, and technical-functional escalations across the SAP landscape. This role owns service quality for L4 support, provides technical leadership to AMS teams and vendors, and ensures the stability, performance, security, and continuous improvement of SAP applications.

The ideal candidate combines deep SAP expertise, strong people and stakeholder management skills, and experience operating within ITIL-based Application Management Services (AMS) environments.

Key Responsibilities:

SAP Application Support & Delivery-

- Lead and manage SAP L4 support for assigned modules and applications, such as SAP S/4HANA, ECC, Fiori, BTP, ABAP, Basis, Integration, and functional domains including FI/CO, MM, SD, PP, EWM, WM, HCM, or SuccessFactors.

- Own resolution of critical, complex, and recurring production incidents escalated from L1-L3 support teams.

- Drive root cause analysis (RCA), problem management, defect remediation, and preventive actions for priority incidents.

- Review and approve solution designs, configuration changes, custom developments, interfaces, and technical fixes.

- Ensure adherence to incident, request, change, release, and problem management processes.

- Support SAP upgrades, rollouts, migrations, patches, integrations, and transformation initiatives.

Team & Vendor Management-

- Lead, coach, and develop internal SAP support resources and external AMS partners.

- Define team responsibilities, support coverage, on-call rotations, escalation paths, and skills-development plans.

- Manage third-party AMS vendor performance, including service delivery reviews, SLA compliance, backlog management, and continuous improvement plans.

- Ensure adequate documentation, cross-training, and knowledge transfer across L1-L4 support teams.

Service Management & Governance-

- Monitor and improve SLA/KPI performance, including incident resolution time, system availability, backlog aging, recurring incident rates, and customer satisfaction.

- Conduct regular operational reviews with business stakeholders, IT leadership, and service providers.

- Establish governance for support prioritization, demand intake, enhancement requests, and release planning.

- Maintain risk registers, service continuity plans, and operational readiness procedures.

- Ensure SAP support activities comply with company security, audit, SOX/GxP, data privacy, and regulatory requirements where applicable.

Stakeholder Management-

- Act as the senior escalation point for business leaders, process owners, and IT teams on SAP-related operational issues.

- Translate business requirements into scalable SAP support and enhancement solutions.

- Partner with architecture, infrastructure, security, development, and project teams to resolve cross-functional issues.

- Communicate incident status, business impact, resolution plans, and risks clearly to executive and operational stakeholders.

Continuous Improvement-

- Identify opportunities to automate support processes, reduce manual effort, eliminate recurring issues, and improve end-user experience.

- Drive adoption of monitoring, observability, SAP Solution Manager/Cloud ALM, ServiceNow, and knowledge-management capabilities.

- Develop and maintain SAP support standards, operating procedures, technical documentation, and runbooks.

- Contribute to the SAP application roadmap and recommend improvements to system architecture, support model, and service delivery.

Required Qualifications-

- Bachelor’s degree in Information Technology, Computer Science, Business, Engineering, or a related field; equivalent experience may be considered.

- 10+ years of SAP experience, including 3+ years in an SAP AMS, support leadership, or service delivery management role.

- Strong hands-on and leadership experience in SAP S/4HANA or SAP ECC environments.

- Deep expertise in at least one SAP functional or technical area, with broad understanding of end-to-end SAP processes and integrations.

- Experience managing L3/L4 production support, critical incidents, RCA, change management, and release management.

- Experience leading distributed teams, managed service providers, or offshore/onshore delivery models.

- Strong understanding of ITIL processes, particularly Incident, Problem, Change, Release, and Service Level Management.

- Experience with ticketing and service-management tools such as ServiceNow, Jira, SAP Solution Manager, or SAP Cloud ALM.

- Excellent stakeholder management, communication, prioritization, and decision-making skills.

Preferred Qualifications-

- SAP certifications in S/4HANA, SAP functional modules, Basis, ABAP, BTP, Integration Suite, or related technologies.

- ITIL Foundation, PMP, PRINCE2, Agile, Scrum, or SAFe certification.

- Experience with SAP Fiori, SAP BTP, SAP Integration Suite/CPI, APIs, EDI, middleware, and third-party system integrations.

- Experience supporting global SAP environments across multiple countries, legal entities, currencies, and time zones.

- Experience in regulated industries such as manufacturing, pharmaceuticals, healthcare, financial services, retail, or utilities.

- Familiarity with SAP security, GRC, audit controls, and compliance requirements.

Key Competencies-

- SAP application support leadership

- Complex incident and problem management

- Technical and functional solution oversight

- Vendor and managed-service governance

- ITIL service management

- Change and release management

- Root cause analysis and continuous improvement

- Business stakeholder engagement

- Team leadership and mentoring

- Strong written and verbal communication

Success Measures / KPIs-

- Achievement of SLA and KPI targets for incident and request resolution

- Reduction in critical incidents and recurring defects

- Improved SAP application availability, stability, and performance

- Timely completion of root cause analyses and corrective actions

- Reduction in support backlog and aging tickets

- Stakeholder satisfaction and business-user experience

- Quality and completeness of support documentation and knowledge base

- Vendor performance against agreed service commitments

- Successful delivery of SAP enhancements, releases, and operational improvements

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Ramakrishna Kodi

Recruiter Email ID: [email protected]

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.