Service Delivery Manager

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

Benefits offered by this job

Health benefits

401k plan

Remote work opportunities

Flexible PTO

Job summary

NTT DATA Business Solutions Inc. seeks a SAP Service Delivery Manager to coordinate on-site and remote consultants delivering services to Strategic Managed Services customers.

You will manage day-to-day delivery, drive customer satisfaction, and report on SLAs/KPIs while working with Sales and Lines of Business to ensure profitability. The role requires 8+ years IT experience, SAP/ERP expertise, and strong project management and leadership skills to align resources and improve service delivery

Qualifications

• Bachelor’s degree in IT or related field required.
• 8+ years IT experience with SAP/ERP exposure.
• 3+ years in Service Delivery, Account Management, or Project Management.
• Experience engaging with senior customer management.
• Ability to scope, estimate, and plan projects; understands SDLC.
• Cross-functional SAP/ERP expertise across applications.

Responsibilities

• Own and drive customer satisfaction and service quality.
• Develop relationships with customers at multiple levels.
• Manage delivery of all services and reporting (SLAs/KPIs).
• Coordinate resource scheduling and billing processes with internal teams.
• Lead service reviews, account planning, QBRs, and scorecards with Sales.
• Mentor staff and enable growth opportunities for team members.

Skills

Communication

Relationship building

Delivery management

Project management

Resource coordination

Education

Bachelor’s degree in IT or related field

Tools

SAP

ERP systems

ITIL Foundations

Job description

The SAP Service Delivery Manager (SDM) is responsible for coordinating a team of on-site and/or remote consultants to deliver services with excellence for one or more of our Strategic Managed Services customers. In this capacity, the SDM is tactically responsible for managing the day-to-day delivery both facing the customer and internally:

Customer Facing: The SDM works directly with customers to ensure the quality delivery of support services including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, coordinating project and support budgets, and resolving any conflicts. The SDM is ultimately responsible for overall customer satisfaction and delivery of all work to the client.

Internal to NTT Data Business Solutions Inc.: The SDM works directly with internal support and project resources to ensure the quality delivery of support services, including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, collaborating with Accounting on billing, resolving any conflicts, and communicating upcoming demand outside of the direct account team. The SDM provides feedback to consultants and helps manage the workload across resources.

Strategically, the SDM will collaborate with the Sales Account Executive and Line of Business Management to develop and execute against strategic account plans and goals. The SDM will work with Line of Business management to ensure on-going profitability in line with expectations.

Duties and Responsibilities:

• Own and drive customer satisfaction and service quality
• Develop customer relationships at multiple organizational levels
• Manage delivery of all services
• Drive adherence to both NTT Data Business Solutions Inc. and client policies and procedures
• Conduct resource scheduling and coordination through the staffing process
• Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps
• Engage with all NTT Data Business Solutions Inc. Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with client
• Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.)
• Review and approve monthly invoice and billing (time and expenses)
• 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 related to the client
• Ensure successful transition of work from the Project Team to the Support resources
• Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates, service quality, and assigned resource mix
• Resource Management Responsibilities
• Ensure resources are properly on-boarded to the Customer and engagement
• Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes)
• Mentor new and existing employees working on assigned client engagement
• Provide challenging growth opportunities for team members based on account opportunities
• Proactively contribute to the effective development of consultants

Position Requirements/Qualifications:

• Bachelor’s degree in Information Technology or related field of study
• 8 + years of IT experience
• 5 + years of SAP and/or ERP experience with support (client or supplier) experience
• 3+ years of Service Delivery, Account Management, or Project Management experience
• Experience engaging with senior customer management
• Project scoping, estimating and planning experienceSoftware 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

Preferred:

• Advanced degree
• ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher

Thank you for your interest in NTT DATA Business Solutions! We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work opportunities, among many other fantastic benefits .

We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team. We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon!

Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify. We kindly ask that all applications be submitted directly and not through third-party agencies.

The annual base compensation range for this role will be $92,757 - $175,260 . The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate’s skill set, certifications, and experience.