• Own end-to-end delivery of the SAP AMS scope and accountability for meeting all contractual SLAs and KPIs.
• Govern the incident, problem and release management processes, ensuring correct priority/severity handling, response and resolution targets, and quality standards.
• Track service performance (MTTR, SLA adherence, backlog, first-time-right, CSAT) and drive corrective action where trends slip.
Governance & Stakeholder Management
• Act as the single point of contact and escalation for Client leadership; run governance forums and Quarterly Business Reviews (QBRs).
• Manage the operating rhythm — daily/weekly/monthly reviews, status and performance reporting, and risk/issue management.
• Align delivery priorities with Client business objectives and manage expectations across functional and technical towers.
Team, Capacity & Transition Management
• Own capacity planning across the team, balancing AMS support,
enhancement and governance/non-ticket resources year over year.
• Oversee resource ramp-up and vendor transition (rebadge / hire / replace, knowledge transfer and phased billing shift) with no disruption to service.
• Lead, coach and develop the team — staffing, backup coverage, performance management and skill development.
Continuous Improvement & Value
• Champion the automation agenda (B2VMS Portal and SLDC accelerators) to deliver targeted productivity gains and the leaner-team trajectory.
• Drive continuous improvement, standardization and knowledge maturity to reduce recurring incidents and manual effort.
• Track and report business value delivered — productivity, cost efficiency, deflection and cycle-time reduction.
Commercial & Compliance
• Manage engagement commercials — effort, billing and the phased billing transition, ensuring no double billing during rebadging.
• Ensure compliance with Cli
📌 Service Delivery manager (Mumbai)
🏢 NR Consulting
📍 Mumbai
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.