Service Delivery Manager

Key Responsibilities SAP AMS Service Delivery Manager( SDM )
Location : Bangalore
L level : L4
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.
Required Skills
Strong Project Management experience in IT Services.
Experience in AMS SAP ERP Cloud or Digital Transformation projects.
Expertise in project planning and execution methodologies.
Strong stakeholder and customer management skills.
Knowledge of Agile Waterfall and Hybrid delivery models.
Excellent communication and presentation skills.
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

For any questions related to Job Description you may connect with below specified contact from Recruiting.

Recruiter Name: Aravind Botla

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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.