Responsibilities
- Assess L2/L3 incidents, business impact and priority; challenge RCA and validate proposed resolutions before closure.
- Lead major-incident coordination, Japan/global/offshore communication, deliverable reviews and escalation to the global SDM.
- Govern ITIL-aligned incident, problem and change processes, service reporting and continual improvement while supporting cutover and hypercare.
- Maintain SOX/ITGC/SoD controls and auditable change/approval records.
Requirements
- 7+ years of SAP or enterprise ERP functional experience across multiple workstreams; expertise in every module is not required.
- SAP S/4HANA AMS delivery/management, offshore-team coordination, ITSM governance and functional judgement beyond ticket routing.
- Native-level or equivalently fluent Japanese speaking proficiency for complex discussions and executive reporting, plus business-level English.
- Based in Japan, with flexibility for selected early/late global calls and occasional domestic or international travel.
- ServiceNow or equivalent ITSM and SAP Solution Manager experience. Manufacturing/automotive experience, ITIL/PMP/SAP certification and automation are advantageous.