Job Description:

Job Title: SAP Service Delivery Manager
Experience Required: 14 to 20 years in SAP Delivery Management (especially in AMS Projects)
Job Location: Hyderabad, Bangalore, Chennai, Pune, Mumbai, Delhi
Work Timings: US Business Hours (Night Shifts IST)
Work Mode: Hybrid / Remote
Notice Period:Immediate - 30 Days Joiners Preferred
Qualification: Any Graduate / Post Graduate

Job Overview:

We are looking for an experienced SAP Service Delivery Manager (SDM) with a strong background in managing AMS (Application Management Services) projects across various SAP modules. The ideal candidate should have hands-on experience in SLA, change request, and ticketing management, with direct customer-facing capabilities (not onshore roles) and minimum 2 years of recent experience in SAP SDM.

Candidates with project management consulting-only backgrounds will not be considered, as this role demands active involvement with customers and SAP support teams.

Key Responsibilities:

• Lead the end-to-end service delivery of SAP AMS engagements, ensuring adherence to SLAs and KPIs.
• Directly engage with customers, providing proactive solutions and managing escalations effectively.
• Oversee a team of SAP professionals across multiple modules to ensure smooth service operations.
• Manage incident, problem, and change request processes through tools like ServiceNow, Jira, Remedy, HPSM9/12, Vantive.
• Ensure compliance with service delivery agreements and regularly track/report service metrics.
• Drive revenue growth within accounts through effective account mining and value-added service proposals.
• Improve operational efficiency, optimize resources, and manage delivery budgets effectively.
• Take ownership of billing, pricing, and account strategy planning.
• Work closely with cross-functional teams to implement enhancements and support business transformation.

Required Skills:

• Proven experience as SAP Service Delivery Manager with at least 2+ years of recent hands-on SDM experience.
• Experience handling SAP AMS projects and leading multi-module SAP teams.
• Strong experience to SLA Management, Change Management, Incident Management, Change request, and ticketing systems.
• Familiarity with ticketing tools: Vantive, HPSM9, HPSM12, Remedy, ServiceNow, Jira.
• Experience in account growth, billing, pricing, and operational efficiency management.
• Experience in SAP S/4HANA in mandatory.
• Excellent communication, client management, and stakeholder engagement skills.

Preferred Profile:

• Candidates with strong delivery leadership in SAP Managed Services.
• Should have worked in a customer-facing delivery role, not limited to onshore support.
• Should NOT be from a purely PM consulting background.

Willingness to work during US business hours from India.

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: kishore Gannapudi

Recruiter Email ID: kishore.gannapudi@bs.nttdata.com

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.