Service Delivery Manager Senior Manager L5

Position: Service Delivery Manager

Relevant Experience: 12 -15 Years

Location: Hyderabad/ Bangalore/ Chennai/ Pune/ Mumbai/ New Delhi

Notice Period: Immediate to 30 days

Key Skills: Project End to End Service Delivery Project Preparation and Onboarding Operations Tracking & Reporting Escalation Management Quality Management.

Job Description:

SDM is responsible for coordination with Client team and is the primary contact for all things related to delivery. He/She is responsible for working with Clients team on the short term and long term strategic roadmap potentially involving system & solution enhancements/ upgrades planning and execution of the same. He is also the first point of escalation as he is responsible for managing all the deliverables and teams involved. Quality SLA management continuous improvement achieving efficiency advisory services for business process improvement & best practices adoption are his/her key focus areas.

Details of his/her activities during different phases of engagement are:

Project Preparation and Onboarding:
Establishes the Customer contact.
Establishes the Connectivity with Client.( IT/ Documentation/tools/processes Key

Users Business etc.)
Builds operational and working procedures
Establishes relationship with Clients Onsite/Offshore and India AMS teams.
Fixed India team Onboarding and off boarding.
Manage the shared pool on boarding and off boarding with internal organization
Gathers all the information on systems/landscapes/ document compilation etc.
Transition Planning
Scheduling and ensuring the workshops are happening as per the planned schedule.
Reporting back on transition and preparedness of the team to client manager

Operations:
Responsible to manage the smooth operations of the project Service Delivery
Responsible to manage the work deliverables of the consultants for AMS team in India.
Ensure the change request management process is executed smoothly
Responsible to manage the right estimates are provided to ROLE OF SDM IT heads.
Responsible for getting all the change requests are approved from ROLE OF SDM
Responsible for delivering the change requests on time and at the agreed cost
Responsible for managing the change request KPI SLAs
Similarly also responsible for all incident related SLAs
Support the team in collaborating with Onsite ROLE OF SDM India and AMS teams for

all work related matters.
Coordinates the entire onsite travel for the consultants with Client Management
Leave planning and communication.

Tracking Reporting
Responsible for tracking all the incidents and change requests that are related to India

AMS team.
Monitor the SLAs and KPIs during the month
Internal follow up with teams on the deliverables.
Conduct periodic meetings with Client IT management and report on the progress of the

deliverables.
Collaborate on new opportunities with Client Management
Track the time management of the teams
Report on time and invoicing during the month end
Other month end activities
Periodic reports on SLAs tickets CRs time cost etc.

Escalation Management
SDM is the first reporting and escalation point for Client for all operational matters
Executes the Escalation matrix agreed upon with Client
Responsible for resource replacements.

Quality Management
Ensure the deliverables are firstly meeting our internal CMMI standards
Ensure the deliverables are in line with Clients quality standards
Facilitate periodic internal and client specific Quality Audits.

Future Planning
Work with Clients IT management for new projects
Improving service quality
Reducing the cycle times
Planning for new projects
Demand management

Skill upgradation to suit Clients requirements

Excellent analytical and problem solving skills
Excellent verbal and written communication skills and can communicate clearly and

concisely
Strong executive presence and ability to interact with Customer Top Management
Proven ability to transfer knowledge and stay aware of current trends and technical

advancements
Need to be a team player
You understand that an employer brand is more than a logo and know how to

communicate the value prop of working at our company both authentically and

transparently
Bachelor or Master degree
Willingness to travel
Able to link the business wish to an IT solution
Passionate about SAP ready to learn and grow
Business Travel: Project specific travelling is mandatory for all the SAP Consultants.

Interested
Do you want to become the best version of yourself Are you ready to experience and explore new things We love to help you achieve this by focusing firmly on your growth development and investing in an environment where you learn every day. We give you room to experience innovate and this way we offer you numerous opportunities to grow and help you exceed your expectations to do the right thing exceptionally well and to therefore grow as a professional.

We transform. SAP solutions into Value

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

Recruiter: Khaja Samiuddin

e-Mail 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.