NTT Data Business Solutions - Service Delivery Manager

Job Title : Service Delivery Manager

Experience : 12+ years in SAP Delivery / AMS Operations

Employment Type : Full-Time / Permanent

Position Overview:

- We are looking for an experienced Service Delivery Manager (SDM) to lead the offshore delivery and governance of multiple SAP Application Management Services (AMS) engagements supporting our US based customers.

- The SDM will be responsible for ensuring high-quality service delivery, customer satisfaction, team efficiency, SLA compliance, and proactive collaboration with onshore delivery counterparts.

- The ideal candidate should bring strong expertise in SAP AMS operations, incident/problem/change management, service governance, and stakeholder management across time zones. Certifications like ITIL, PMP, or Scrum Master are desirable.

Key Responsibilities:

1. Service Delivery & Operations Management

- Lead and govern end-to-end SAP AMS delivery for assigned customers across modules

- Monitor and ensure SLA/KPI compliance, zero backlog aging, and ticket quality adherence through proactive oversight.

- Drive root cause analysis, trend monitoring, and problem management to minimize recurring incidents.

- Oversee the change management process, ensuring smooth release coordination and minimal business impact.

- Ensure offshore operational stability, prioritization, and timely escalation handling.

2. Customer & Stakeholder Management

- Act as the primary offshore point of contact for onshore SDM, Account Executive (AE), and Customer IT leads.

- Participate in governance meetings (WSR, MSR, QBR) and provide insights on delivery health, risks, and improvement plans.

- Maintain transparent and proactive communication channels with onshore counterparts and internal leadership.

- Contribute to customer satisfaction improvement initiatives and follow up on CSAT action items.

3. Governance & Reporting

- Establish and maintain governance dashboards, tracking SLA, ticket analytics, resource utilization, and quality metrics.

- Conduct internal delivery reviews, quality audits, and ensure adherence to AMS processes and compliance requirements.

- Collaborate with PMO and Governance Leads to standardize reporting frameworks (WSR, MSR templates) across accounts.

4. Team Leadership & People Management

- Manage a team of SAP consultants across modules, ensuring skill alignment and performance tracking.

- Conduct daily operations huddles, weekly reviews, and resource forecasting in line with pipeline and project needs.

- Support onboarding/offboarding, mentoring, and career growth of team members.

- Drive continuous improvement culture through automation ideas, process optimizations, and best-practice sharing.

5. Continuous Improvement & Transformation

- Identify and implement efficiency improvement initiatives in AMS delivery (automation, ticket

reduction, RCA-driven prevention).

- Partner with AI, BTP, and Automation CoEs to pilot innovations in AMS operations.

- Work with the onshore leadership team to define offshore growth opportunities and enhance service value.

- Contribute to problem management, process simplification, and optimization initiatives across customer accounts.

Required Skills & Experience:

- 12-18 years of total IT experience with at least 8+ years in SAP AMS / Managed Services delivery management.

- Strong understanding of SAP functional & technical landscapes, including incident/change/problem processes.

- Proven experience in managing AMS delivery for US-based customers with time zone flexibility.

- Demonstrated capability in governance, SLA management, reporting, and risk mitigation.

- Hands-on experience with ServiceNow / SolMan / other ticketing tools for delivery tracking.

- Excellent communication, presentation, and stakeholder management skills across global teams.

- Experience in managing offshore delivery teams across multiple SAP modules.

Preferred Certifications:

- ITIL4 Foundation / Intermediate - preferred for service management expertise.

- PMP or PRINCE2 - advantage for project governance and structured delivery.

- Scrum Master / Agile Delivery Certification - advantage for modern delivery practices.

Behavioural Competencies:

- Strong ownership and accountability.

- Customer-first mindset with proactive problem-solving.

- Excellent coordination and multitasking ability.

- Team-oriented leadership with mentoring skills.

- Analytical thinking with a focus on continuous improvement.