About the Role

We are seeking an experienced SAP Service Delivery Manager (SDM) to lead offshore delivery and governance for multiple SAP Application Management Services (AMS) engagements supporting US-based customers.

The ideal candidate will have solid expertise in SAP AMS operations, service governance, incident/problem/change management, SLA delivery, stakeholder management, and offshore team leadership. The role requires close collaboration with onshore teams to ensure service excellence, customer satisfaction, and continuous improvement.

Key Responsibilities

Service Delivery & Operations Management

- Lead end-to-end SAP AMS delivery across multiple SAP modules.
- Ensure adherence to SLAs, KPIs, ticket quality standards, and backlog management.
- Drive incident, problem, and change management processes.
- Conduct root cause analysis (RCA) and implement preventive measures to reduce recurring issues.
- Manage release coordination and escalation handling to ensure operational stability.

Customer & Stakeholder Management

- Serve as the primary offshore point of contact for customers, onshore SDMs, and Account Executives.
- Participate in governance forums such as WSRs, MSRs, and QBRs.
- Provide regular updates on service performance, risks, and improvement initiatives.
- Drive customer satisfaction (CSAT) and continuous service improvement programs.

Governance & Reporting

- Develop and maintain governance dashboards and service metrics.
- Track SLA performance, ticket analytics, resource utilization, and quality indicators.
- Conduct delivery reviews, quality audits, and compliance assessments.
- Partner with PMO and governance teams to standardize reporting processes.

Team Leadership & Resource Management





- Lead and mentor SAP AMS teams across functional and technical modules.
- Manage resource planning, forecasting, onboarding, and performance tracking.
- Conduct daily operational reviews and ensure effective workload management.
- Foster a culture of continuous improvement and knowledge sharing.

Continuous Improvement & Transformation

- Identify opportunities for AMS optimization through automation and process improvements.
- Drive ticket reduction initiatives and RCA-based preventive actions.
- Collaborate with AI, SAP BTP, and Automation CoEs to enhance delivery efficiency.
- Support offshore growth initiatives and service transformation programs.

Required Skills & Experience

- 12-18 years of total IT experience with 8+ years in SAP AMS / Managed Services Delivery Management.
- Strong understanding of SAP functional and technical landscapes.
- Expertise in Incident, Problem, Change, and Service Management processes.
- Proven experience managing SAP AMS engagements for US-based customers.
- Strong governance, SLA management, risk management, and reporting experience.
- Hands-on experience with ServiceNow, SAP Solution Manager (SolMan), or similar ticketing tools.
- Experience managing offshore delivery teams and distributed/global stakeholders.
- Excellent communication, presentation, and leadership skills.

Preferred Certifications

- ITIL 4 Foundation / Intermediate
- PMP or PRINCE2
- Scrum Master or Agile Delivery Certification

Behavioral Competencies

- Strong ownership and accountability
- Customer-focused mindset
- Excellent stakeholder management skills
- Strong problem-solving and analytical abilities
- Effective multitasking and coordination skills
- Team leadership and mentoring capabilities
- Passion for continuous improvement and innovation

📌 Sap Service Delivery Manager (Bengaluru)
🏢 NTT DATA Business Solutions
📍 Bengaluru