Position: Service Delivery Manager

Relevant Experience: 12 -15 Years

Location: Hyderabad/ Bangalore/ Chennai/ Pune/ Mumbai/ New Delhi

Notice Period: Immediate to 30 days

Key Skills: Project End to End Service Delivery, Project Preparation and Onboarding, Operations,  Tracking & Reporting, Escalation Management, Quality Management.

Job Description:

SDM is responsible for coordination with Client team and is the primary contact for all things related to delivery. He/She is responsible for working with Client’s team on the short term and long term strategic roadmap potentially involving system & solution enhancements/ upgrades, planning and execution of the same. He is also the first point of escalation as he is responsible for managing all the deliverables and teams involved. Quality,  SLA management , continuous improvement,  achieving efficiency, advisory services for business process improvement & best practices adoption are his/her key focus areas.
 
Details of his/her activities during different phases of engagement are: 
 
Project Preparation and Onboarding:
•    Establishes the Customer contact.
•    Establishes the Connectivity with Client.( IT/ Documentation/tools/processes Key

      Users, Business etc.,)
•    Builds operational and working procedures
•    Establishes relationship with Client’s Onsite/Offshore and India AMS teams.
•    Fixed India team Onboarding and off boarding.
•    Manage the shared pool on boarding and off boarding with internal organization
•    Gathers all the information on systems/landscapes/ document compilation etc.,
•    Transition Planning
•    Scheduling and ensuring the workshops are happening as per the planned schedule.
•    Reporting back on transition and preparedness of the team to client manager
 
Operations:
Responsible to manage the smooth operations of the project – Service Delivery
•    Responsible to manage the work deliverables of the consultants for AMS team in India.
•    Ensure the change request management process is executed smoothly
•    Responsible to manage the right estimates are provided to ROLE OF SDM IT heads.
•    Responsible for getting all the change requests are approved from ROLE OF SDM
•    Responsible for delivering the change requests on time and at the agreed cost
•    Responsible for managing the change request KPI SLA’s
•    Similarly also responsible for all  incident related SLA’s
•    Support the team in collaborating with Onsite, ROLE OF SDM India and AMS teams for

      all work related matters.
•    Coordinates the entire onsite  travel for the consultants with Client  Management
•    Leave planning and communication.
 
Tracking, Reporting
•    Responsible for tracking all the incidents and change requests that are related to India

     AMS team.
•    Monitor the SLA’s and KPI’s during the month
•    Internal follow up with teams on the deliverables.
•    Conduct periodic meetings with Client IT management and report on the progress of the

     deliverables.
•    Collaborate on new opportunities with Client  Management
•    Track the time management of the teams
•    Report on time and invoicing during the month end
•    Other month end activities
•    Periodic reports on SLA’s, tickets , CR’s, time,  cost etc.,
 
 Escalation Management
•    SDM is the first  reporting and escalation point for Client  for all operational matters
•    Executes the Escalation matrix agreed upon with Client
•    Responsible for resource replacements.
 
Quality Management
•    Ensure the deliverables are firstly meeting our internal CMMI standards
•    Ensure the deliverables are in line with Client’s quality standards
•    Facilitate periodic internal and client specific Quality Audits.
  
Future Planning
•    Work with Client’s IT management for new projects
•    Improving service quality
•    Reducing the cycle times
•    Planning for new projects
•    Demand management

Skill upgradation to suit Client’s requirements
 
•    Excellent analytical and problem solving skills
•    Excellent verbal and written communication skills and can communicate clearly and

     concisely
•    Strong executive presence and ability to interact with Customer Top Management
•    Proven ability to transfer knowledge and stay aware of current trends and technical

     advancements
•    Need to be a team player
•    You understand that an employer brand is more than a logo, and know how to

     communicate the value prop of working at our company both authentically and

      transparently
•    Bachelor or Master degree
•    Willingness to travel
•    Able to link the business wish to an IT solution
•    Passionate about SAP, ready to learn and grow
•    Business Travel:  Project specific travelling is mandatory for all the SAP Consultants.
 
Interested?
Do you want to become the best version of yourself? Are you ready to experience and explore new things? We love to help you achieve this by focusing firmly on your growth, development and investing in an environment where you learn every day. We give you room to experience, innovate and initiate. In this way, we offer you numerous opportunities to grow and help you exceed your expectations, to do the right thing exceptionally well, and to therefore grow as a professional.

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

Recruiter: Khaja Samiuddin

e-Mail ID: samiuddin.khaja@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.