SAP Service Delivery Lead

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Job Title: SAP Service Delivery Lead
Location: Bengaluru, International/Other

Company: Archer Daniels Midland Company (ADM)
Industry Sector: Agribusiness
Industry Type: Input Retail, Cooperative and Related Crop Services
Job Type: Full Time

Job Description: Job Description

Your Responsibilities:

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.

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

Your Profile

Total 15 years of experience including 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

#IncludingYou

Diversity, equity, inclusion and belonging are cornerstones of ADM's efforts to continue innovating, driving growth, and delivering outstanding performance. We are committed to attracting and retaining a diverse workforce and create welcoming, truly inclusive work environments - environments that enable every ADM colleague to feel comfortable on the job, make meaningful contributions to our success, and grow their career. We respect and value the unique backgrounds and experiences that each person can bring to ADM because we know that diversity of perspectives makes us better, together.

For more information regarding our efforts to advance Diversity, Equity, Inclusion & Belonging, please visit our website here: Diversity, Equity and Inclusion | ADM.

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Job Post Date: 04/11/25