Manager, SAP Service Mgt

Position Title:Senior Associate AMS Governance & Release Management Primary PurposeThe Senior Associate will lead AMS Governance, ITSM standards, and Release Management practices at the Zoetis International Capability Center (ZICC). This position is responsible for defining service standards, governing IT operations, coordinating incident management, and serving as Scrum Master for release cycles. The role collaborates with AMS partners and internal stakeholders to ensure operational stability, compliance, and delivery excellence across the ERP landscape. ResponsibilitiesDefine and Enforce Standards: Set and maintain expectations for service delivery, hold AMS partners accountable for incident, change, and problem management, and work to reduce technical debt and improve resilience.Runbook Governance: Implement and govern runbooks across services, ensuring operational consistency and readiness.ITSM Optimization: Govern tools and processes aligned to ITIL 4.0+ to facilitate fast and effective service restoration.AMS Approach Consistency: Oversee incident triaging, backlog prioritization, and innovation within AMS operations.Release Management (Scrum Master): Coordinate with cross-functional teams to deliver high-quality, timely releases using Agile methodologies.Incident Resolution Leadership: Lead Red Team efforts in resolving high-priority incidents with minimal impact.Communication Management: Manage structured, timely communications for technical updates, outages, and change notices.Governance and Transparency: Maintain reporting structures, SLAs, and communication channels to provide clarity on performance and risks.Organizational RelationshipsCollaborate with global business stakeholders to align IT solutions with business priorities.Work with AMS and implementation partners on service delivery and solution deployment.Coordinate closely with development, infrastructure, and compliance teams for successful change implementation and governance.Education and ExperienceEducation: Bachelor's degree in Computer Science, Engineering, IT Infrastructure, or a related field.Experience: Minimum of 8 years in IT Service Delivery or AMS Governance roles.Proven background in SAP or enterprise platforms (preferred).Experience in managing ITIL-based operations and AMS services across global enterprises.Demonstrated ability to manage communication and governance in high-stakes environments.Familiarity with manufacturing, finance, or order-to-cash processes.Experience in life sciences or pharmaceutical industries is a plus.Technical Skills RequirementsExpertise in ITSM practices and ITIL 4.0 frameworks.Strong incident, problem, and change management experience.Familiarity with Agile practices; Scrum Master certification preferred.Strong analytical and problem-solving capabilities.Knowledge of SAP (ECC/S4HANA) and its ecosystem (a plus).Experience managing communications for outages, releases, and service changes.Ability to independently lead governance functions and build partner accountability.Excellent verbal and written communication skills.Leadership qualities including a collaborative, can-do mindset.Physical Position RequirementsLocation: Hyderabad, India (ZICC)Working Hours: 3:00 AM 12:00 PM EST (ICC Second Shift)Additional Hours: Flexibility required during go-lives or major incident resolution.Travel: Minimal, based on project or audit needs. Position Title:Senior Associate AMS Governance & Release Management Primary PurposeThe Senior Associate will lead AMS Governance, ITSM standards, and Release Management practices at the Zoetis International Capability Center (ZICC). This position is responsible for defining service standards, governing IT operations, coordinating incident management, and serving as Scrum Master for release cycles. The role collaborates with AMS partners and internal stakeholders to ensure operational stability, compliance, and delivery excellence across the ERP landscape. ResponsibilitiesDefine and Enforce Standards: Set and maintain expectations for service delivery, hold AMS partners accountable for incident, change, and problem management, and work to reduce technical debt and improve resilience.Runbook Governance: Implement and govern runbooks across services, ensuring operational consistency and readiness.ITSM Optimization: Govern tools and processes aligned to ITIL 4.0+ to facilitate fast and effective service restoration.AMS Approach Consistency: Oversee incident triaging, backlog prioritization, and innovation within AMS operations.Release Management (Scrum Master): Coordinate with cross-functional teams to deliver high-quality, timely releases using Agile methodologies.Incident Resolution Leadership: Lead Red Team efforts in resolving high-priority incidents with minimal impact.Communication Management: Manage structured, timely communications for technical updates, outages, and change notices.Governance and Transparency: Maintain reporting structures, SLAs, and communicatio