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Service Delivery Manager AMS

Service Delivery Manager - AMS


Managed Services – About Us


Over the last 15 years, we have grown steadily in Managed Services and we are expanding our teams due to our ongoing success.  We have a range of businesses, including multinationals and very large household names in our portfolio, across many industries and countries.  We have a large number of consultants, UK wide, who provide support across all SAP areas as their primary job function.  We take care of our customers’ solutions from A to Z, transforming trust, into value. From analysing and optimising customer processes, to implementing tailored solutions to suit their needs, to service and maintenance of their SAP system landscape. We work collaboratively with our own teams, the project delivery teams and our customers to ensure long term support excellence and vision.   Please apply to join a thriving team of creative consultants who are friendly, knowledgeable, highly skilled and love the variety of work within Managed Services.




The position of Service Delivery Manager within Managed Services will undertake a number of customer focused roles, and these are highlighted below:                                                                     

The Service Delivery Manager (SDM) :

  • The BAU Operational Manager during all stages of the AMS lifecycle
  • Responsible for the fulfilment of all contractual obligations towards the “Customer”
  • The central global contact person for the “Customer” regarding AMS, TMS and Hosting services
  • Responsible for the internal coordination of all involved - AMS, TMS and hosting teams
  • Responsible for the external coordination for relevant and defined partners
  • The customer advocate within itelligence for all Business as Usual (BAU) activities
    The main tasks for a Service Delivery Manager are generally as follows:
  • Customer Engagement Management
  • Build relationships with appropriate “Customer” resources
  • Delivery Management
  • Implementation of the contractually agreed delivery model
  • Service Delivery Management and Quality Assurance
  • SLA-based execution and quality of the agreed services to achieve “customer satisfaction”
  • Transition and stabilisation using the AMS Transition methodology(when managing transition/on boarding)
  • Service Level & Escalation Management
  • Setup of appropriate SLA monitoring to ensure SLA achievement
  • Coordination of customer reporting
  • Coordination of escalation process
  • The primary point of contact for escalation and de-escalation
  • Ensure time charging and invoicing is accurate and managed effectively
  • Review and approval of time entries against the “Customer” WBS codes
  • The “Customer” AMS balances are managed with both the customer and the AMS Delivery Team, to ensure effective use of purchased AMS time
  • Review AMS statements and approve proposed invoices, before submission to the “Customer”
  • Communicate Internally Effectively
  • Ensure all operational teams are aware of changes and service operation activities e.g. Downtime for patching, change to approval process.
  • Update “Customer” factsheet in Global Solution Manager when necessary
  • Provide feedback to Line Manager(s) of AMS consultants, TMS consultants and Hosting resources
  • Ensure regular meetings/calls with the “Customer” Account Manager on planned and ongoing activity
  • Liaise with the UK Technical Services Manager (TSM), where appropriate
    On a scheduled basis (generally monthly) the activities will include:
  • Service Delivery Management and Quality Assurance:
  • in accordance with the agreed Service Delivery Manual
  • compliance with the appropriate Engagement and Governance model in coordination with the “Customer”
  • Facilitate scheduled meetings to review account, project and personnel status as well as SLA performance
  • Operational review meetings (default: monthly) and business reviews meetings (default: quarterly)
  • Appropriate onsite visits, operational meetings (internal and external) and steering committees
  • Appropriate status reporting
  • Identify and drive delivery efficiency measures
  • Define and manage priorities (in collaboration with the “Customer”)
  • Manage smaller projects delivered by the AMS Delivery Team, mainly caused by change requests
  • Drive internal operational and external (customer) process improvement
  • Ensure execution of agreed internal reporting:
  • Weekly status reports : Solution Manager ticket status and review
  • Analyse reports and take appropriate measures, if required
  • Coordinate delivery dependencies with other services/ projects/countries related to the “Customer”  (as appropriate)

Coordinate the operational collaboration between Hosting and AMS
Definition of terms :
AMS               Application Management Services
BAU                Business as Usual
SDM               Service Delivery Manager
Solman           Solution Manager, itelligence ticketing tool
TMS                Technical Management Services
TSM                Technical Services Manager
WBS               Work Breakdown Structure, used to log time in SAP against a defined cod

Become part of a Global Company with a history of success and ambitious plans for the future. Please apply by creating your Candidate Profile and attaching your application documents

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Home, GB Glasgow, GB, G2 5NW

Oct 1, 2021

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