Delivery Manager, AMS (Low Tavel)

Position Description:

The Application Managed Services (AMS) Delivery Manager (ADM) for is responsible for leading a team made up of functional resources to provide AMS services with excellence across our customer base.  In this capacity, the ADM is responsible for leading a team of both onshore and offshore team members, managing US-based employees, achieving AMS performance objectives, leveraging defined processes, leading one or more critical AMS processes, and contributing to AMS revenue and profit through billing and/or selling activities.

A successful Delivery Manager will (a) be both people and customer oriented who is passionate about leading and delivering terrific service to our customers and mentoring our people to be their best; (b) be able to quickly earn and keep the trust of their team, their management, and their customers; (c) operate effectively in a process-centric model leveraging key performance metrics to continually improve process performance, (d) collaborate well with other leaders to achieve AMS and Managed Services goals, and (e) be focused on the success of our business.

This role has a billable expectation of 50% (as a functional consultant). 

Duties and Responsibilities:

1. Managing US-based direct report AMS Consultants (L1-L4). Meeting the company’s expectations for managers including providing coaching and feedback, building training and development plans, and identifying career opportunities for employees
2. Leading the day-to-day delivery of his/her delivery team comprised of US-based direct report employees and offshore global team members
3. Collaborating with other NTT DATA Business Solutions global leaders, ADMs, Service Delivery Managers, Customer Service Managers, and Presales team members to deliver and build our AMS Services
4. Supporting and/or sponsoring team members to develop strategic initiatives to elevate AMS consultant skill development
5. Contributing to the AMS Revenue and Profit results through one or more of the following:
   • Earning: delivering billable work to customers
   • Selling: (a) participating in presales efforts to win new deals, (b) identifying opportunities at specific customers and convincing customer to buy, (c) preparing marketing material, and/or (d) offering thought leadership through blogs, white papers, and seminars.

6. Achieving the delivery team’s performance objectives:
   • Team utilization as measures for both “Utilization” and “AMS Billable Utilization”
   • Incident “Reaction Time” and “Solution Time”
   • Service Request “Reaction Time”
   • Change Request “Estimated on Time”, “Actual met Estimate Percent”, and “Delivered by Commitment Percent”
   • Project deliverables as defined per project
   • Customer and Consumer Satisfaction

7. Providing support and/or backup for Manager of AMS Enhance & Optimize ticket queue
8. Executing, advocating, and adhering to defined and documented AMS, Managed Services, or itelligence processes most notably Change Management
9. Supporting procedures for Manager and Consultant on-call and escalation
10. Providing support for Managed Services Governance Team for all relevant AMS processes and documentation
11. Providing support and insight for staffing functional direct reports

Position Requirements/Qualifications:

1. Bachelor's degree (or its equivalent) in Engineering, Accounting, Business, or other related fields 
2. SAP Functional Consulting experience (8+ years)
3. Experience in Application Management Services line of business (3+ years)
4. Team leadership experience in teams of 6 or more people (2+ years)
5. Global team experience (co-delivering with people in more than one country) (2+ years)
6. Experience engaging effectively with customers, internal teams, and senior management

 Preferred Qualifications:

1. ITIL Framework understanding and knowledge.  ITIL V3 Foundations Certification or higher preferred

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 $.  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.

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