Job Description
Job Title: SAP Service Delivery Manager
Experience Required: 14 to 20 years in SAP Delivery Management (especially in AMS Projects)
Job Location: Hyderabad, Bangalore, Chennai, Pune, Mumbai, Delhi
Work Timings: US Business Hours (Night Shifts IST)
Work Mode: Hybrid / Remote
Notice Period:Immediate - 30 Days 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.
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For any questions related to Job Description, you may connect with below specified contact from Recruiting.
Recruiter Name: kishore Gannapudi
Recruiter Email ID: [Confidential Information]
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. 
