Service Delivery Manager

NTT DATA Business Solutions; Hyderabad; On-site; INR 2,500,000 - 4,500,000; Full time

Benefits offered by this job

Health insurance

Paid holidays

Professional development

Employee assistance program

Wellness programs

Job summary

NTT DATA Business Solutions in Hyderabad, India seeks a Service Delivery Manager (SDM) to coordinate with client teams, lead SAP-related delivery, and drive continual improvement across delivery, QA and SLA management.

You will engage with onsite/offshore teams, manage change requests and escalations, and ensure high-quality outcomes while traveling as required for SAP projects.

Qualifications

• 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.

Responsibilities

• Coordinate onboarding and transition planning with client teams and internal AMS groups.
• Manage service delivery and deliverables of the AMS team in India.
• Ensure change and incident requests are handled per agreed processes and SLAs.
• Provide accurate estimates and manage escalations with client senior management.
• Collaborate with onsite and offshore teams on project delivery and upgrades.
• Support governance, reporting and time/invoicing activities at month end.

Skills

Analytical skills

Problem solving

Verbal communication

Written communication

Executive presence

Team player

Knowledge transfer

Willingness to travel

SAP familiarity

Learning and growth

Education

Bachelor or Master degree

Tools

SAP Leonardo

S/4HANA Cloud

Analytics

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 Client’s 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 Client’s 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 SLA’s
• Similarly also responsible for all incident related SLA’s
• 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 SLA’s and KPI’s 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 SLA’s, tickets , CR’s, 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 Client’s quality standards
• Facilitate periodic internal and client specific Quality Audits.

Future Planning

• Work with Client’s IT management for new projects
• Improving service quality
• Reducing the cycle times
• Planning for new projects
• Demand management

Skill upgradation to suit Client’s 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 initiate. In 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.

In addition, with us, you can also expect:

• Get to work on the latest SAP technologies, apart from your skillset - SAP Leonardo, Analytics, S/4HANA Cloud
• Industry based solutions
• Contribute to the development of new IP - the itelligence products for the SAP customers
• Paid holidays
• Best health insurance benefits to you and your family members; "We care for our employees and their families, who have been part of our success journey"
• Professional development benefits
• Employee assistance program
• Wellness programs
• Re-entering the workforce after taking time off in the middle of your career

Get empowered by NTT DATA Business Solutions!

We transform. SAP solutions into Value

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.