SAP Service Delivery Manager L4

Role : SAP Service Delivery Manager

Location : Mumbai Pune

L level : L4

Experience : 10 Years

Job Description :

Project Delivery & Governance

• Manage AMS Projects as Service Delivery Manager
• Develop project plans schedules resource plans and risk registers.
• Ensure SLA tickets resolution and customer communication.
• Establish project governance frameworks and reporting mechanisms.
• Track project progress and proactively manage risks and dependencies.

Stakeholder Management

• Engage with customer stakeholders and leadership teams.
• Conduct governance reviews steering committee meetings and status reporting.
• Manage client expectations and ensure high customer satisfaction.

Financial Management

• Monitor project budgets revenues margins and forecasting.
• Manage resource utilization and cost optimization initiatives.
• Track change requests and revenue opportunities.

Team Leadership

• Lead SAP cross-functional teams including functional technical and support resources.
• Mentor project leads and team members.
• Drive performance management and team development initiatives.

Risk & Compliance

• Identify project risks and implement mitigation plans.
• Manage escalation handling and issue resolution.

Delivery Leadership

• Own delivery of multiple projects/programs across accounts.
• Ensure adherence to delivery frameworks quality standards and governance processes.
• Drive operational excellence across AMS and project portfolios.
• Manage large teams across geographies.

Account & Customer Management

• Act as the primary delivery partner for strategic clients.
• Build strong executive-level customer relationships.
• Lead business reviews and executive governance meetings.
• Drive customer satisfaction and retention initiatives.

Portfolio & Program Management

• Manage a portfolio of projects with responsibility for delivery quality and profitability.
• Oversee project health risks dependencies and escalations.
• Ensure SLA compliance and service excellence.

Financial & Commercial Management

• Drive revenue growth margin improvement and cost optimization.
• Identify opportunities for upselling cross-selling and new business growth.
• Manage contracts renewals and commercial negotiations.

People Management

• Lead and mentor project managers and delivery leads.
• Support talent development succession planning and capability building.
• Drive employee engagement and retention programs.

Strategic Initiatives

• Support organizational transformation programs.
• Implement automation process improvements and innovation initiatives.
• Drive continuous service improvement and operational maturity.

Required Skills

• Strong experience in IT Delivery Management and Portfolio Management.
• Experience managing AMS SAP ERP Cloud Infrastructure or Digital programs.
• Exposure to multi-million-dollar engagements.
• Expertise in delivery governance and operational excellence.
• Strong client-facing and leadership capabilities.
• Excellent financial and commercial management skills.
• Experience handling global customers and distributed teams.

Key Performance Indicators (KPIs)

• Portfolio Delivery Health
• Revenue Growth
• Gross Margin Achievement
• Customer Satisfaction (CSAT)
• SLA Compliance
• New Business Growth
• Delivery Excellence Metrics

Preferred Domain Exposure

• SAP S/4HANA
• AMS & Managed Services
• Manufacturing Retail Automotive Pharmaceutical and BFSI domains

We transform. SAP solutions into Value

NTT DATA Business Solutions is a fast-growing international IT company and one of the worlds leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions including hosting services and support.