Transforming Enterprise IT Operations for a Global Aluminium Packaging Manufacturer
Industry: Industrial Manufacturing – Sustainable packaging & Aerospace technologies
Business End Users: 4500+
Team Size: 45 FTEs for ERP App Support
Overview:
A global leader in sustainable packaging and aerospace technologies, headquartered in the USA, serving customers across the Americas, Europe, and the Asia Pacific.
With over 4500 business end users across a globally distributed operation and one of the most complex SAP landscapes in the packaging industry, the company required a managed services partner capable of delivering consistent SLA performance at scale, across both standard S4 HANA modules and an extensive ERP+ suite spanning supply chain, compliance, and analytics.
Challenges:
- Massive, globally distributed user base: Serving 4,500+ end users across multiple continents demanded a support model that could absorb high volumes, maintain consistent quality, and operate around the clock.
- Exceptionally broad SAP and ERP+ scope: The company’s landscape spanned SD, PP, MM, PS, SCM, CRM< APO, and a comprehensive ERP+ suite including GTA, EHS, VIM, Ariba, OneSource, Vistex, SuccessFactors, and analytics.
- SLA consistency at enterprise scale: Even the minor SLA inconsistencies translate into significant business impact. The managed services team had to perform reliably across every module and every region.
- Dual 24x7x365 P1 coverage requirement: At the scale and global footprint of the company, it meant critical incident coverage was required across both the core S4 HANA modules and the ERP+ suite simultaneously, with no gaps in protection.
Solutions:
- 45-FTE specialist AMS team: A team of 45 dedicated SAP and ERP+ specialists was deployed to cover the full application scope, one of Diligent Global’s largest single-client managed services teams.
- Full L1.5 – L3 support with release management: Comprehensive support coverage was delivered across all service levels, with structured release management ensuring controlled deployment across the complex, integrated landscape.
- 24x7x365 dual P1 on-call coverage: Two parallel P1 on-call tracks were maintained, one for the core S4 HANA modules and one for the ERP+ suite, ensuring no coverage gaps across the full application estate.
- ERP+ specialist coverage: Dedicated expertise was resourced across GTA, EHS, VIM, Ariba, OneSource, and Vistex, providing the specialised depth these modules demanded beyond standard AMS capability.
- SLA and end user satisfaction programs: Structured SLA governance and end user satisfaction tracking were embedded into the engagement, enabling continuous performance visibility and proactive service improvement.
Results:
- 4,500+ business end users supported continuously across a globally distributed, multi-module SAP landscape.
- SLA targets achieved consistently across all modules and regions throughout the engagement.
- End user satisfaction enhanced, recognised directly by the company’s AMS engagement lead.
- ERP+ suite supported with specialist coverage across GTS, EHS, VIM, Ariba, OneSource, and Vistex.
- 24x7x365 dual P1 coverage maintained, protecting the company’s global operations at every hour.
Summary:
At the company’s scale, managed services is not a support function; it is a critical operational capability. Diligent Global delivered the SLA consistency and the end-user experience that a global packing leader expects, across one of the most complex SAP footprints in the industry.
“The AMS team has performed consistently for achieving SLAs and enhancing end-user satisfaction” – AMS Engagement Lead
Key Domains: SD, PP, MIM, PS, SCM, CRM, APO, GTA, EHS, VIM, Ariba, OneSource, Vistex, SuccessFactors, Analytics (BI, PBI).
Skills & Coverage: 45+ FTEs, 4,500+ users, 24x7x365 dual P1 support, Full L1.5-L3 + Release Management.
Ready to transform your IT operations with Diligent Global’s TransOps?
Email us at info@diligentglobal.com to explore how we can tailor our solutions to meet your business needs and drive significant value.
