Senior Manager

NTT DATA Business Solutions Deutschland

Job Location:

Hyderabad - Pakistan

Monthly Salary: Not Disclosed

Posted on: 20 hours ago

Vacancies: 1 Vacancy

Job Summary

Job Description:

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
1218 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.

We transform. SAP solutions into Value

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

Recruiter Name:Mrunali Ghodke

Recruiter Email ID:

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.

Required Experience:

Senior Manager

Job Description:Job Title: Service Delivery ManagerExperience: 12 years in SAP Delivery / AMS OperationsEmployment Type: Full-Time / PermanentPosition OverviewWe are looking for an experienced Service Delivery Manager (SDM) to lead the offshore delivery and governance of multiple SAP Application Man...