Remote SAP Service Delivery Leader

NTT DATA Business Solutions; Cincinnati (OH); On-site; USD 93,000 - 175,000; Full time

Benefits offered by this job

Competitive salary

Health and dental benefits

Flexible Paid Time Off

Remote work opportunities

401k plan

10 paid holidays

Job summary

NTT DATA Business Solutions is seeking an SAP Service Delivery Manager (SDM) to coordinate on-site and remote consultants delivering services for strategic managed accounts. You will manage day-to-day delivery, ensure high-quality service, and drive KPIs, SLAs, and billing alignment with the client and internal teams.

The role requires 8+ years in IT with SAP/ERP, 3+ years in service delivery or project management, and strong senior stakeholder engagement.

Qualifications

• Bachelor’s degree in Information Technology or related field
• 8+ years of IT experience
• 5+ years of SAP and/or ERP experience with support experience
• 3+ years of Service Delivery, Account Management, or Project Management experience
• Experience engaging with senior customer management
• Project scoping, estimating and planning experience
• Software Development Lifecycle experience
• Cross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application
• Experience across multiple industries and/or business functions

Responsibilities

• Own and drive customer satisfaction and service quality
• Develop customer relationships at multiple organizational levels
• Manage delivery of all services
• Drive adherence to policies and procedures
• Conduct resource scheduling and coordination through staffing
• Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps
• Engage with all Lines of Businesses active with client
• Drive awareness of cross-LOB initiatives
• Review and approve monthly invoice and billing
• Identify and drive continuous improvement initiatives
• Lead service reviews on account, engagement, and personnel status
• Conduct account planning and development, QBR, and scorecards with Sales
• Project Management Responsibilities
• Engage Project management organization for all projects
• Ensure successful transition of work from Project Team to Support resources
• Profitability through adherence to estimates and quality
• Resource Management Responsibilities
• On-boarding of resources to the engagement
• Ensure daily operations are executed
• Mentor new and existing employees
• Provide growth opportunities for team members
• Contribute to development of consultants

Skills

IT leadership

SAP/ERP experience

Project management

Stakeholder management

Cross-functional collaboration

Requirements gathering

Communication with senior management

Business acumen

Education

Bachelor’s degree in Information Technology or related field

Tools

SAP

ERP tools

Job description

NTT DATA Business Solutions is seeking an SAP Service Delivery Manager (SDM) to coordinate on-site and remote consultants delivering services for strategic managed accounts. You will manage day-to-day delivery, ensure high-quality service, and drive KPIs, SLAs, and billing alignment with the client and internal teams.

The role requires 8+ years in IT with SAP/ERP, 3+ years in service delivery or project management, and strong senior stakeholder engagement.