SAP Service Delivery Manager - L4

NTT DATA Business Solutions; Thane; On-site; INR 3,600,000 - 6,000,000; Full time

Job summary

NTT DATA Business Solutions is seeking a SAP Service Delivery Manager to lead delivery across multiple AMS and SAP programs from Mumbai or Pune. You will own project governance, client communications, budgets, and risk management while guiding cross-functional teams to successful outcomes.

The role requires 10+ years of experience in IT delivery and portfolio management with a strong focus on SAP/AMS, governance, and strategic client engagement.

Qualifications

• Experience in IT delivery and portfolio management.
• Proven ability to lead AMS, SAP, ERP, cloud, or digital programs.
• Strong delivery governance and client-facing leadership skills.
• Excellent financial and commercial management capabilities.
• Experience with global customers and distributed teams.

Responsibilities

• Manage SAP AMS projects as Service Delivery Manager and own delivery outcomes.
• Develop project plans, schedules, resource plans, and risk registers.
• Ensure SLA adherence, ticket resolution, and proactive customer communication.
• Establish governance frameworks and reporting mechanisms for programs.
• Lead cross-functional teams and drive delivery excellence across accounts.

Skills

IT Delivery Mgmt

Portfolio Mgmt

AMS/SAP/ERP/Cloud

Delivery Governance

Client-facing Leadership

Financial Management

Global/Distributed Teams

Job description

• Manage AMS Projects as Service Delivery Manager
• Develop project plans, schedules, resource plans, and risk registers.
• Ensure SLA, tickets resolution and customer communication.
• Establish project governance frameworks and reporting mechanisms.
• Track project progress and proactively manage risks and dependencies.

Role : SAP Service Delivery Manager

Location : Mumbai, Pune

L level : L4

Experience : 10+ Years

Job Description

Project Delivery & Governance

• Manage AMS Projects as Service Delivery Manager
• Develop project plans, schedules, resource plans, and risk registers.
• Ensure SLA, tickets resolution and customer communication.
• Establish project governance frameworks and reporting mechanisms.
• Track project progress and proactively manage risks and dependencies.

Stakeholder Management

• Engage with customer stakeholders and leadership teams.
• Conduct governance reviews, steering committee meetings, and status reporting.
• Manage client expectations and ensure high customer satisfaction.

Financial Management

• Monitor project budgets, revenues, margins, and forecasting.
• Manage resource utilization and cost optimization initiatives.
• Track change requests and revenue opportunities.

Team Leadership

• Lead SAP cross-functional teams including functional, technical, and support resources.
• Mentor project leads and team members.
• Drive performance management and team development initiatives.

Risk & Compliance

• Identify project risks and implement mitigation plans.
• Manage escalation handling and issue resolution.

Delivery Leadership

• Own delivery of multiple projects/programs across accounts.
• Ensure adherence to delivery frameworks, quality standards, and governance processes.
• Drive operational excellence across AMS and project portfolios.
• Manage large teams across geographies.

Account & Customer Management

• Act as the primary delivery partner for strategic clients.
• Build strong executive-level customer relationships.
• Lead business reviews and executive governance meetings.
• Drive customer satisfaction and retention initiatives.

Portfolio & Program Management

• Manage a portfolio of projects with responsibility for delivery, quality, and profitability.
• Oversee project health, risks, dependencies, and escalations.
• Ensure SLA compliance and service excellence.

Financial & Commercial Management

• Drive revenue growth, margin improvement, and cost optimization.
• Identify opportunities for upselling, cross-selling, and new business growth.
• Manage contracts, renewals, and commercial negotiations.

People Management

• Lead and mentor project managers and delivery leads.
• Support talent development, succession planning, and capability building.
• Drive employee engagement and retention programs.

Strategic Initiatives

• Support organizational transformation programs.
• Implement automation, process improvements, and innovation initiatives.
• Drive continuous service improvement and operational maturity.

Required Skills

• Strong experience in IT Delivery Management and Portfolio Management.
• Experience managing AMS, SAP, ERP, Cloud, Infrastructure, or Digital programs.
• Exposure to multi-million-dollar engagements.
• Expertise in delivery governance and operational excellence.
• Strong client-facing and leadership capabilities.
• Excellent financial and commercial management skills.
• Experience handling global customers and distributed teams.

Key Performance Indicators (KPIs)

• Portfolio Delivery Health
• Revenue Growth
• Gross Margin Achievement
• Customer Satisfaction (CSAT)
• SLA Compliance
• New Business Growth
• Delivery Excellence Metrics

Preferred Domain Exposure

• SAP S/4HANA
• AMS & Managed Services
• Manufacturing, Retail, Automotive, Pharmaceutical, and BFSI domains

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