Service Delivery Manager

Minimum Experience – 12 to 17 years

Job Location – Hyderabad/Mumbai

Job Summary

Service Delivery Manager will be accountable for Application Maintenance, Support & Projects for our SAP Managed Services customers and will lead the team of functional and technical SAP resources from multiple process areas. To be successful in this role you should have demonstrated experience and success in the Duties and responsibilities of this role.

Job Description - Duties and Responsibilities:

Customer / Engagement Management

Own and drive customer satisfaction, service quality and governance for multiple AMS accounts.
Develop and manage client relationships at multiple organizational levels like business users, IT management, Clevel, and Vendor partner.
Drive adherence to both Cognitus and client Contracts, MSA's, policies and procedures. Understand managed services contract with respect to scope, people and quality, and budget expectations.
Conduct resource scheduling and coordination through the staffing process and align delivery mix per Contract.
Manage Ticket systems, route and assign resources and conduct Operational meetings with the customer.
Deliver customer reporting and Governance cadences (Invoices, billing, SLAs, and KPIs) and resolve any gaps.
Lead Monthly service reviews on account, financials, engagement, and resource status.
Identify and drive continuous improvement initiatives.
Conduct account planning and development, Roadmaps, Quarterly Business Reviews, and scorecards with Sales and Industry solution team. Provide internal KPI's on Account and Contract Retention (ARR renewals) and Expansion.
Assist Presales with Contracts and SOW's for assigned Strategic accounts.

Service Delivery and Project Management Responsibilities:

Responsible for multiple managed services accounts and involve with people training and back-up plans.
Escalation Management.
Engage Project management organization if needed for larger projects related to the client.
Engage as Project manager for enhancements, small Projects, and Upgrades.
Ensure successful transition of work from the Project Team to the Support resources and Ensure Customer success from Stabilization to Run post transition.
Support initiatives to implement operational aspects of project and programs - governance, tracking, and reporting.
Follow-up with team members and 3rd party support vendors as needed.
Ensure Cognitus profitability on the account through adherence to project estimates, service quality, and assigned resource mix.
Evaluate, balance, and negotiate Cognitus and Client priorities and adjust as needed.
Work on Internal Initiatives to contribute to managed services best practices and process standardization work.

Resource Management Responsibilities:

Develop and maintain Resource plans, forecasts, and Weekly adjustments.
Ensure resources are properly on-boarded to the Customer and engagement and help mentor them to be successful.
Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes
Interact and deal effectively with all levels of employees while maintaining a professional manner.
Maintains a positive work environment through teamwork & conflict resolution.
Provide Performance reviews, development plans, challenging growth opportunities for team members based on account opportunities.

Position Requirements/Qualifications:

12-17 years of SAP experience and at least 5 – 8 years working as a Service Delivery Manager for Global SAP Application Maintenance and Support & Project engagement in a large/medium organization.
Excellent Customer Service and Customer Facing skills.
Experience as an SAP Functional, Technical Consultant or Project manager is preferred.
Cross functional SAP expertise with an ability to talk at a medium to high level across the entire application.
Knowledge of ITIL processes like Incident Management, Change Management, Problem Management, Service Requests, SLA, and Transport Requests Management
Knowledge of Regression Testing process.
Experience handling Major and Critical Incidents and process.
Well versed with execution of Support operations, Status reports, Dashboards, etc.
Experience with 10x5 and as required support on weekends, working with multi-delivery centre support teams spread across different geographies.
Excellent written, verbal communication and presentation skills. Ability to communicate technical and nontechnical information, ideas, procedures, and processes in a simple and effective way to client audience.
Ability to work in a fast pace, complex environment and under tight deadlines.
Experience working with SAP current technologies (S4HANA, Cloud) and partner products and able to learn new tools and software quickly.
Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint.
Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements.
Ability and willingness to travel as needed to achieve business objectives.
Knowledge of Service management methodologies like ITIL, Project management methodologies like Agile or Scrum and DevOps, ITSM tools like Jira, ServiceNow, ChaRM, SOLMAN and Hyperscalers like AWS and Azure is an added advantage.
Problem and trend analysis skills using data to Analyse the operational environment and suggest improvements.

About Company

At Cognitus, we are shaping the future of enterprise innovation. As an SAP Gold Partner and Co-Innovation Partner, we help organizations drive growth, agility, and transformation through a unique blend of cutting-edge technology and deep industry expertise.

With a global presence across 17+ locations and expertise spanning diverse industries such as Aerospace and Defense, Professional Services, Manufacturing, Consumer Products, Wholesale Distribution and more, Cognitus offers cutting-edge cloud and AI-powered solutions to help companies adapt, grow, and thrive. From regulatory compliance and data migration to contract lifecycle management and real-time billing, our smart solutions deliver real value where it matters most. We specialize in rapid implementations of SAP cloud ERP leveraging the latest SAP technologies to help clients stay ahead of the curve and unlock competitive advantage.

SAP Service Delivery Manager