Building a Scalable, Proactive AMS Model for a Global Semiconductor Manufacturing Leader
Executive Summary
Rialtes partnered with a global leader in critical subsystems and advanced manufacturing solutions for the semiconductor industry to redefine how SAP S/4HANA managed services were delivered across its worldwide operations. By establishing a dedicated, governance-led AMS model with proactive monitoring and cross-functional support, Rialtes helped the organisation move from reactive issue resolution to a scalable, business-aligned support operation spanning Finance, Procurement, Manufacturing, Supply Chain, Warehouse Management, Integration, and Analytics.
Global Support Coverage Across Time Zones
Faster Incident Resolution Times
Reduction in Business-Critical Downtime
Faster Delivery of Enhancements
Client Profile
The client is a global leader in critical subsystems and advanced manufacturing solutions for the semiconductor industry, with operations spanning North America, Asia, and other regions worldwide. Supporting complex manufacturing and supply chain processes at scale, the organisation relies on SAP S/4HANA as its core enterprise platform — underpinning Finance, Procurement, Manufacturing, Supply Chain, Warehouse Management, Integration, and Analytics functions across the business.
Given the scale and geographic spread of its operations, the organisation requires 24x7 support across multiple time zones and business units — making the reliability, responsiveness, and governance of its SAP-managed services critical to keeping global manufacturing and supply chain operations running smoothly.
The Challenge
As the organisation's SAP S/4HANA landscape grew across global operations, its existing support model struggled to keep pace with the scale, complexity, and round-the-clock demands of the business. Key challenges included:
Operational Challenges
- Lack of a scalable managed services model for a growing global SAP landscape
- Slow incident resolution and inconsistent service governance
- Increasing demand for business-driven enhancements alongside system stability
- 24x7 support requirements across multiple time zones and business units
Functional & Technical Challenges
- Fragmented support across Finance (R2R), Procurement (P2P), Manufacturing (P2M), Integration, BW/BI, and Analytics
- Limited visibility into service performance and issue trends
- Absence of proactive system monitoring for critical processes and interfaces
- No unified framework for incident, problem, and change management
Our Solution
Rialtes designed and delivered a dedicated SAP Application Managed Services (AMS) model built around structured governance, proactive monitoring, and cross-functional delivery — enabling the organisation to scale its support operations while continuously improving service quality.
Dedicated AMS Delivery Model
- Established specialised functional and technical teams aligned to the client's SAP S/4HANA landscape
- Built a delivery structure designed to scale alongside the organisation's global growth
Structured Governance & Reporting
- Implemented regular service reviews and KPI tracking across all support streams
- Established escalation management protocols for business-critical issues
- Introduced executive-level reporting for full visibility into service performance
Proactive Monitoring
- Deployed monitoring for critical business processes, integrations, interfaces, and batch jobs
- Enabled early detection of issues before they impacted business operations
Cross-Functional SAP Support
- Finance: Record-to-Report (R2R) process support
- Procurement: Procure-to-Pay (P2P) process support
- Manufacturing: Plan-to-Manufacture (P2M) process support
- Analytics & Reporting: BW/BI and Power BI support
- Integration: Support across SAP integration platforms and interfaces
- Warehouse Management: End-to-end support for warehouse operations
Continuous Improvement & Global Coverage
- Enabled process optimisation, enhancement delivery, and business advisory support
- Provided global support coverage aligned with business operating regions and critical manufacturing schedules
Implementation
The implementation followed a structured five-phase approach designed for scalability across our client’s multi-region footprint:
Conducted structured knowledge transfer across all functional and technical streams; stabilised day-to-day support operations from day one.
Defined support processes, SLAs, governance structure, and communication channels across business units and time zones.
Established incident, problem, and change management frameworks aligned to the global SAP S/4HANA landscape.
Implemented proactive monitoring and operational reporting mechanisms for critical business processes, interfaces, and batch jobs.
Created a joint engagement model involving business users, IT leadership, and SAP support teams for shared visibility and accountability.
Rolled out a phased support approach moving from stabilisation to optimisation, with ongoing enhancement delivery and business advisory support.
Conducted structured knowledge transfer across all functional and technical streams; stabilised day-to-day support operations from day one.
Defined support processes, SLAs, governance structure, and communication channels across business units and time zones.
Established incident, problem, and change management frameworks aligned to the global SAP S/4HANA landscape.
Implemented proactive monitoring and operational reporting mechanisms for critical business processes, interfaces, and batch jobs.
Created a joint engagement model involving business users, IT leadership, and SAP support teams for shared visibility and accountability.
Rolled out a phased support approach moving from stabilisation to optimisation, with ongoing enhancement delivery and business advisory support.
Benefits & Outcomes
The new managed services model delivered measurable improvements in service quality, system stability, and business agility across the organisation’s global SAP S/4HANA operations:
| Outcome Area | Quantifiable Impact | How It Was Achieved |
|---|---|---|
| Incident Resolution | ~35% faster resolution times | Structured AMS delivery model with specialised functional and technical teams |
| System Stability | ~30% reduction in critical downtime | Proactive monitoring of business processes, integrations, interfaces, and batch jobs |
| Service Visibility | 100% governance coverage via KPI tracking | Regular service reviews, escalation management, and executive reporting |
| Enhancement Delivery | ~25% faster turnaround on change requests | Continuous improvement model balancing stability with business-driven enhancements |
| Global Coverage | 24x7 support across all operating regions | Support aligned to business operating regions and critical manufacturing schedules |
| Stakeholder Alignment | Improved cross-team collaboration | Joint engagement model connecting business users, IT leadership, and SAP support teams |
The organisation now has a scalable managed services foundation — one capable of supporting its continued growth and future digital transformation initiatives across its global SAP landscape.
“Rialtes gave us the structure and visibility we needed to run SAP S/4HANA support as a true global operation — with the responsiveness and governance our manufacturing teams depend on.”
IT Leadership, Global Semiconductor Manufacturing Client