We want to shape the future with vision and innovation. Be part of it and develop your full potential!

As part of the global NTT DATA Group, one of the most successful IT service providers in the world, we specialize in value-added SAP solutions as NTT DATA Business Solutions. With over 12,000 employees in more than 30 countries, we design, implement, and develop custom-fit SAP solutions for our global customers.

Would you like to take the next step in your career and be part of our highly qualified team?

Job Title: SAP Service Delivery Manager

Experience : 14 to 20 years in SAP Delivery Management

Job Location: Hyderabad, Bangalore, Chennai, Pune, Mumbai, Delhi

Work Timings: US Business Hours (Night Shifts IST)

Work Mode: Hybrid / Remote

Notice Period: Immediate 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.