SAP Service Delivery Manager

Ntt Data Business; Hyderabad; Hybrid; INR 3,500,000 - 5,200,000; Full time

Benefits offered by this job

Employee friendly benefits

Team-oriented culture

Learning and mentoring programs

International project exposure

Job summary

Ntt Data Business seeks a skilled SAP Service Delivery Manager to lead offshore delivery and governance for SAP AMS engagements supporting US-based customers. You will drive high-quality service, SLA compliance, and stakeholder collaboration across time zones, leveraging ITIL and SAP tools to optimize operations.

The role requires 10+ years in SAP delivery, strong governance and incident management skills, and experience managing distributed teams in a hybrid setup.

Qualifications

• 10+ years of experience as a Service Delivery Manager for SAP AMS engagements.
• Hands-on SAP maintenance and support operations knowledge.
• Experience in managing multi-cultural, distributed SAP support teams.

Responsibilities

• Lead end-to-end delivery of SAP AMS programs, ensuring scope, timelines, SLAs, and customer expectations.
• Establish and manage delivery governance with plans, KPIs, risks, and reporting.
• Drive transition from project delivery to AMS/support with knowledge transfer and readiness.
• Coordinate cross-functional teams, including vendors and stakeholders across time zones.
• Manage major/critical incidents and ensure timely communication and resolution.
• Continuously improve operations through performance analysis and process optimization.

Skills

SAP AMS

Incident Management

Change Management

Problem Management

SLA/KPI Management

Governance

Stakeholder Management

ITIL

Scrum Master / Agile

Transition to AMS

Education

SAP Functional/Technical Consultant background

Tools

ChaRM

SAP Solution Manager (SOLMAN)

Rev-Trac

Job description

Job Description

Job Title: SAP Service Delivery Manager

Experience: 10+ years in SAP Delivery / AMS Operations Employment

Shifts: 05:30 PM to 02:30 PM (IST)

Type: Full-Time
Mode of Work: Hybrid

Location: PAN India

About the Role:

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.

Required Skills & Qualifications:

• 10 to 15 years of strong experience as a Service Delivery Manager managing global SAP Application Maintenance & Support (AMS) engagements for medium or large organizations.
• Strong background as an SAP Functional or Technical Consultant, with hands‑on experience in SAP Maintenance & Support operations.
• Proven experience managing multiple SAP AMS accounts, including client relationships, service governance, operational performance, and delivery excellence.
• Strong experience managing multi-cultural, geographically distributed SAP support teams.
• Extensive knowledge of SAP Support Operations, including:
• Incident Management
• Major/Critical Incident Management
• Change Management
• Problem Management
• Service Request Management
• SLA/KPI management
• Support governance and operational reporting
• Experience managing SAP Transport Requests, including Rev-Trac.
• Strong understanding of Regression Testing processes within SAP maintenance and release cycles.
• Experience with transition from SAP implementation/project delivery to AMS/support operations.
• Experience with SAP support tools and processes such as ChaRM and SAP Solution Manager (SOLMAN).
  Client & Stakeholder Management
• Proven ability to manage relationships with business users, IT leadership, client stakeholders, internal teams, and third‑party vendor partners.
• Strong experience establishing and running governance models for SAP AMS engagements.
• Ability to navigate complex stakeholder environments and organizational structures.
• Experienced in escalation management, including resolution of service, operational, and relationship issues.
• Proven experience handling Major and Critical Incidents, coordinating cross‑functional teams and ensuring timely communication and resolution.
• Excellent written, verbal, presentation, and interpersonal communication skills across technical and non‑technical audiences.
  Service Management & Operational Excellence
• Strong understanding of ITIL‑based service management and SAP support best practices.
• Experience defining, implementing, and continuously improving operational processes for programs and support engagements.
• Ability to establish and monitor SLAs, KPIs, dashboards, status reports, governance reports, and service metrics.
• Strong analytical skills with the ability to analyze incident and operational data to identify trends, recurring issues, and opportunities for problem investigation.
• Ability to monitor the SAP support environment and recommend or implement service and process improvements.
• Strong follow‑up and ownership skills when coordinating with internal teams, other technology teams, and third‑party support vendors.
• High attention to detail with strong organization, prioritization, time management, facilitation, and process management capabilities.

Program & Delivery Management

• Lead end-to-end delivery of SAP AMS programs, ensuring scope, timelines, SLAs, quality, resources, and customer expectations are effectively managed.
• Establish and manage delivery governance, including project/service plans, milestones, KPIs, risks, issues, dependencies, action tracking, and management reporting.
• Drive project-to-support transition, ensuring knowledge transfer, support readiness, documentation, resource onboarding, processes, tools, and SLA setup are completed before go‑live.
• Manage cross-functional and geographically distributed teams, coordinating SAP functional/technical teams, business stakeholders, IT teams, and third‑party vendors.
• Proactively manage delivery risks, escalations, dependencies, and changing priorities, ensuring timely resolution and minimal business impact.
• Drive continuous improvement and operational excellence through performance analysis, process optimization, automation, lessons learned, and service improvement initiatives.

That is what makes us special:

• Employee friendly benefits
• Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
• Active participation in shaping your future.
• Individually tailored learning, coaching & mentoring programs.
• Sustainable career support with our career model and individual development programs
• International project opportunities and networks Do you have questions?

Write to Surendra Kumar Padala - Surendra.pad....@...ta.com Role & responsibilities

Preferred candidate profile

Job Classification

Industry: IT Services & ConsultingFunctional Area / Department: ConsultingRole Category: IT ConsultingRole: Functional ConsultantEmployement Type: Full time

Contact Details:

Company: Ntt Data BusinessLocation(s): Hyderabad Ability to work in a team environment with members of varying skill levels. Highly motivated. Learns quickly.