PPMG - Service Delivery Manager - L5

NTT DATA Business Solutions; Hyderabad; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

NTT DATA Business Solutions is seeking an experienced Service Delivery Manager to lead offshore SAP AMS engagements for US-based customers. You will drive governance, SLA adherence, and proactive collaboration with onshore teams to ensure high-quality service delivery.

The role requires 12+ years in IT with SAP AMS, exposure to incident/problem/change processes, and strong stakeholder management across time zones. Certifications such as ITIL or PMP are desirable.

Qualifications

• 12–18 years total IT experience with SAP AMS/Managed Services.
• 8+ years SAP AMS/Managed Services delivery management.
• Experience managing AMS delivery for US-based customers with time zone flexibility.
• Governance, SLA management, reporting, and risk mitigation.
• Hands-on with ticketing tools (ServiceNow, SolMan) for delivery tracking.
• Strong communication and stakeholder management across global teams.

Responsibilities

• Lead end-to-end SAP AMS delivery for assigned customers.
• Monitor SLA/KPI compliance and ticket quality.
• Drive root cause analysis and problem management.
• Oversee change management and release coordination.
• Maintain offshore stability and escalation handling.
• Participate in governance meetings (WSR, MSR, QBR).
• Provide insights on delivery health, risks, and improvements.
• Governance dashboards, SLA metrics, and reporting.
• Team leadership across SAP modules and performance tracking.
• Mentor and onboard/offboard team members.
• Drive automation and continuous improvement.
• Collaborate with AI, BTP, and CoEs to pilot AMS innovations.

Skills

SAP AMS operations

Incident management

Change management

Governance

Stakeholder management

Time zone flexibility

Offshore leadership

Tools

ServiceNow

SolMan

Job description

Job Description

Job Title: Service Delivery Manager

Shift Timings : 5:30 pm - 2:30 am IST

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

• 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.
• 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.
• 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.
• 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.
• 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.’

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