Title: Service Delivery manager

Location: Mumbai

Exp: 10+ Years

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Key Responsibilities-

Service Delivery & SLA Ownership

- 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 Client security, change-management and audit requirements, and maintain delivery documentation and traceability.

4.

Required Qualifications & Experience

- Bachelor's degree in Engineering, Computer Science or related field; MBA or PMP/ITIL certification preferred.
- 12+ years in IT services with 5+ years managing SAP support / AMS delivery engagements.
- Proven track record owning SLA-based managed-services engagements for large enterprise clients, ideally in manufacturing/automotive.
- Solid working knowledge of the SAP landscape (ECC/S4HANA, functional and technical modules) and Solution Manager / ChaRM.
- ITIL Foundation (or higher) certification; hands-on experience with incident, problem and release management.

5.

Skills & Competencies

- Service delivery governance, SLA and KPI management, and performance reporting.
- Executive stakeholder management, communication and escalation handling.
- Team leadership, capacity planning and transition/transformation management.
- Commercial and financial acumen — effort estimation, billing and margin awareness.
- Data-driven, continuous-improvement mindset with exposure to AI/automation-led delivery.

6.

Key Success

Measures

- SLA and KPI adherence across incident, problem and release management.
- Customer satisfaction (CSAT) and successful QBR outcomes.
- Delivery of the planned productivity gains and year-over-year capacity optimization.
- Smooth resource transition with zero service disruption and no double billing.

📌 Service Delivery manager (Mumbai)
🏢 NR Consulting
📍 Mumbai