Role : SAP Service Delivery Manager

Location : Mumbai, Pune

L level : L4

Experience : 10+ Years

:

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.

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

- Robust 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

We transform. SAP® solutions into Value

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.

📌 SAP Service Delivery Manager (Mumbai)
🏢 NTT Data
📍 Mumbai