Job Description:

Job Title: Service Delivery Manager 
Shift Timings : 5:30 pm - 2:30 am IST 
Experience: 12+ years in SAP Delivery / AMS Operations
Employment Type: Full-Time / Permanent

Position Overview
We are looking for an experienced Service Delivery Manager (SDM) to lead the offshore delivery and governance of multiple SAP Application Management Services (AMS) engagements supporting our US-based customers.
The SDM will be responsible for ensuring high-quality service delivery, customer satisfaction, team efficiency, SLA compliance, and proactive collaboration with onshore delivery counterparts.
The ideal candidate should bring strong expertise in SAP AMS operations, incident/problem/change management, service governance, and stakeholder management across time zones. Certifications like ITIL, PMP, or Scrum Master are desirable.

Key Responsibilities
1. Service Delivery & Operations Management
•    Lead and govern end-to-end SAP AMS delivery for assigned customers across modules 
•    Monitor and ensure SLA/KPI compliance, zero backlog aging, and ticket quality adherence through proactive oversight.
•    Drive root cause analysis, trend monitoring, and problem management to minimize recurring incidents.
•    Oversee the change management process, ensuring smooth release coordination and minimal business impact.
•    Ensure offshore operational stability, prioritization, and timely escalation handling.
2. Customer & Stakeholder Management
•    Act as the primary offshore point of contact for onshore SDM, Account Executive (AE), and Customer IT leads.
•    Participate in governance meetings (WSR, MSR, QBR) and provide insights on delivery health, risks, and improvement plans.
•    Maintain transparent and proactive communication channels with onshore counterparts and internal leadership.
•    Contribute to customer satisfaction improvement initiatives and follow up on CSAT action items.
3. Governance & Reporting
•    Establish and maintain governance dashboards, tracking SLA, ticket analytics, resource utilization, and quality metrics.
•    Conduct internal delivery reviews, quality audits, and ensure adherence to AMS processes and compliance requirements.
•    Collaborate with PMO and Governance Leads to standardize reporting frameworks (WSR, MSR templates) across accounts.
4. Team Leadership & People Management
•    Manage a team of SAP consultants across modules, ensuring skill alignment and performance tracking.
•    Conduct daily operations huddles, weekly reviews, and resource forecasting in line with pipeline and project needs.
•    Support onboarding/offboarding, mentoring, and career growth of team members.
•    Drive continuous improvement culture through automation ideas, process optimizations, and best-practice sharing.
5. Continuous Improvement & Transformation
•    Identify and implement efficiency improvement initiatives in AMS delivery (automation, ticket reduction, RCA-driven prevention).
•    Partner with AI, BTP, and Automation CoEs to pilot innovations in AMS operations.
•    Work with the onshore leadership team to define offshore growth opportunities and enhance service value.
•    Contribute to problem management, process simplification, and optimization initiatives across customer accounts.

Required Skills & Experience
•    12–18 years of total IT experience with at least 8+ years in SAP AMS / Managed Services delivery management.
•    Strong understanding of SAP functional & technical landscapes, including incident/change/problem processes.
•    Proven experience in managing AMS delivery for US-based customers with time zone flexibility.
•    Demonstrated capability in governance, SLA management, reporting, and risk mitigation.
•    Hands-on experience with ServiceNow / SolMan / other ticketing tools for delivery tracking.
•    Excellent communication, presentation, and stakeholder management skills across global teams.
•    Experience in managing offshore delivery teams across multiple SAP modules.

Preferred Certifications
•    ITIL4 Foundation / Intermediate – preferred for service management expertise.
•    PMP or PRINCE2 – advantage for project governance and structured delivery.
•    Scrum Master / Agile Delivery Certification – advantage for modern delivery practices.

Behavioural Competencies
•    Strong ownership and accountability.
•    Customer-first mindset with proactive problem-solving.
•    Excellent coordination and multitasking ability.
•    Team-oriented leadership with mentoring skills.
•    Analytical thinking with a focus on continuous improvement.’

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