SAP Service Delivery Manager

NTT DATA BUSINESS SOLUTIONS; Hyderabad, Pune District, Bengaluru; Hybrid; INR 1,800,000 - 2,400,000; Full time

Job summary

NTT DATA BUSINESS SOLUTIONS is seeking an experienced SAP Service Delivery Manager to lead offshore SAP AMS engagements for US-based customers. The role requires 10+ years in SAP delivery, strong governance, and stakeholder management across time zones. Certification in ITIL, PMP, or Scrum is desirable.

You will manage multi‑cultural teams, drive incident/problem/change management, and ensure SLA compliance while delivering high-quality services in a hybrid model.

Qualifications

• 10+ years leading SAP AMS/delivery engagements.
• Experience managing global SAP AMS accounts and client relationships.
• Strong governance, performance tracking, and SLA/KPI management.
• Ability to coordinate multi‑cultural, multi‑region SAP support teams.

Responsibilities

• Lead end-to-end SAP AMS programs with defined scope, timelines, and SLAs.
• Establish and manage delivery governance, plans, milestones, and management reporting.
• Drive transition from project delivery to AMS/support operations with knowledge transfer.
• Coordinate cross-functional teams across regions, business stakeholders, and vendors.
• Proactively manage risks, escalations, dependencies, and changing priorities.

Skills

SAP AMS operations

Incident management

Change management

Problem management

Governance & reporting

Education

Bachelor's degree in a related field

Tools

ChaRM

SAP Solution Manager

Rev-Trac

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?