Job Description
Key Responsibilities – SAP AMS Service Delivery Manager( SDM )
Location : Bangalore
L level : L4
Project Delivery & Governance
- Manage AMS Projects as Service Delivery Manager
- Develop project plans, schedules, resource plans, and risk registers.
- Ensure SLA, tickets resolution and customer communication.
- Establish project governance frameworks and reporting mechanisms.
- Track project progress and proactively manage risks and dependencies.
Stakeholder Management
- Engage with customer stakeholders and leadership teams.
- Conduct governance reviews, steering committee meetings, and status reporting.
- Manage client expectations and ensure high customer satisfaction.
Financial Management
- Monitor project budgets, revenues, margins, and forecasting.
- Manage resource utilization and cost optimization initiatives.
- Track change requests and revenue opportunities.
Team Leadership
- Lead SAP cross-functional teams including functional, technical, and support resources.
- Mentor project leads and team members.
- Drive performance management and team development initiatives.
Risk & Compliance
- Identify project risks and implement mitigation plans.
- Manage escalation handling and issue resolution.
Required Skills
- Strong Project Management experience in IT Services.
- Experience in AMS, SAP, ERP, Cloud, or Digital Transformation projects.
- Expertise in project planning and execution methodologies.
- Strong stakeholder and customer management skills.
- Knowledge of Agile, Waterfall, and Hybrid delivery models.
- Excellent communication and presentation skills.
Delivery Leadership
- Own delivery of multiple projects/programs across accounts.
- Ensure adherence to delivery frameworks, quality standards, and governance processes.
- Drive operational excellence across AMS and project portfolios.
- Manage large teams across geographies.
Account & Customer Management
- Act as the primary delivery partner for strategic clients.
- Build strong executive-level customer relationships.
- Lead business reviews and executive governance meetings.
- Drive customer satisfaction and retention initiatives.
Portfolio & Program Management
- Manage a portfolio of projects with responsibility for delivery, quality, and profitability.
- Oversee project health, risks, dependencies, and escalations.
- Ensure SLA compliance and service excellence.
Financial & Commercial Management
- Drive revenue growth, margin improvement, and cost optimization.
- Identify opportunities for upselling, cross-selling, and new business growth.
- Manage contracts, renewals, and commercial negotiations.
People Management
- Lead and mentor project managers and delivery leads.
- Support talent development, succession planning, and capability building.
- Drive employee engagement and retention programs.
Strategic Initiatives
- Support organizational transformation programs.
- Implement automation, process improvements, and innovation initiatives.
- Drive continuous service improvement and operational maturity.
Required Skills
- Strong experience in IT Delivery Management and Portfolio Management.
- Experience managing AMS, SAP, ERP, Cloud, Infrastructure, or Digital programs.
- Exposure to multi-million-dollar engagements.
- Expertise in delivery governance and operational excellence.
- Strong client-facing and leadership capabilities.
- Excellent financial and commercial management skills.
- Experience handling global customers and distributed teams.
Key Performance Indicators (KPIs)
- Portfolio Delivery Health
- Revenue Growth
- Gross Margin Achievement
- Customer Satisfaction (CSAT)
- SLA Compliance
- New Business Growth
- Delivery Excellence Metrics
Preferred Domain Exposure
- SAP S/4HANA
- AMS & Managed Services
- Manufacturing, Retail, Automotive, Pharmaceutical, and BFSI domains
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For any questions related to Job Description, you may connect with below specified contact from Recruiting.
Recruiter Name: Aravind Botla
Recruiter Email ID: Aravind.Botla@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.
