Job Title: SAP Service Delivery Manager

Experience: 10+ years in SAP Delivery / AMS Operations Employment

Shifts: 05:30 PM to 02:30 PM (IST)

Type: Full-Time

Mode of Work: Hybrid

Location: PAN India

About the Role:

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

The SDM will be responsible for ensuring high-quality service delivery, customer satisfaction, team efficiency, SLA compliance, and proactive collaboration with onshore delivery counterparts. The ideal candidate should bring robust expertise in SAP AMS operations, incident/problem/change management, service governance, and stakeholder management across time zones. Certifications like ITIL, PMP, or Scrum Master are desirable.

Required Skills & Qualifications:

- 10 to 15 years of strong experience as a Service Delivery Manager managing global SAP Application Maintenance & Support (AMS) engagements for medium or large organizations.
- Strong background as an SAP Functional or Technical Consultant, with hands-on experience in SAP Maintenance & Support operations.
- Proven experience managing multiple SAP AMS accounts, including client relationships, service governance, operational performance, and delivery excellence.
- Strong experience managing multi-cultural, geographically distributed SAP support teams.
- Extensive knowledge of SAP Support Operations, including:
- Incident Management
- Major/Critical Incident Management
- Change Management
- Problem Management
- Service Request Management
- SLA/KPI management
- Support governance and operational reporting
- Experience managing SAP Transport Requests, including Rev-Trac.
- Strong understanding of Regression Testing processes within SAP maintenance and release cycles.
- Experience with transition from SAP implementation/project delivery to AMS/support operations.




- Experience with SAP support tools and processes such as ChaRM and SAP Solution Manager (SOLMAN). Client & Stakeholder Management

- Proven ability to manage relationships with business users, IT leadership, client stakeholders, internal teams, and third-party vendor partners.
- Strong experience establishing and running governance models for SAP AMS engagements.
- Ability to navigate complex stakeholder environments and organizational structures.
- Experienced in escalation management, including resolution of service, operational, and relationship issues.
- Proven experience handling Major and Critical Incidents, coordinating cross-functional teams and ensuring timely communication and resolution.

- Excellent written, verbal, presentation, and interpersonal communication skills across technical and non-technical audiences.

Service Management & Operational Excellence

- Strong understanding of ITIL-based service management and SAP support best practices.
- Experience defining, implementing, and continuously improving operational processes for programs and support engagements.

- Ability to establish and monitor SLAs, KPIs, dashboards, status reports, governance reports, and service metrics.
- Strong analytical skills with the ability to analyze incident and operational data to identify trends, recurring issues, and opportunities for problem investigation.
- Ability to monitor the SAP support environment and recommend or implement service and process improvements.

- Strong follow-up and ownership skills when coordinating with internal teams, other technology teams, and third-party support vendors.
- High attention to detail with strong organization,



prioritization, time management, facilitation, and process management capabilities.

Program & Delivery Management

- Lead end-to-end delivery of SAP AMS programs, ensuring scope, timelines, SLAs, quality, resources, and customer expectations are effectively managed.
- Establish and manage delivery governance, including project/service plans, milestones, KPIs, risks, issues, dependencies, action tracking, and management reporting.
- Drive project-to-support transition, ensuring knowledge transfer, support readiness, documentation, resource onboarding, processes, tools, and SLA setup are completed before go-live.
- Manage cross-functional and geographically distributed teams, coordinating SAP functional/technical teams, business stakeholders, IT teams, and third-party vendors.
- Proactively manage delivery risks, escalations, dependencies, and changing priorities, ensuring timely resolution and minimal business impact.
- Drive continuous improvement and operational excellence through performance analysis, process optimization, automation, lessons learned, and service improvement initiatives.

That is what makes us special:

- Employee friendly benefits
- Team-oriented corporate culture, collaboration as equals and steady knowledge transfer
- Active participation in shaping your future.
- Individually tailored learning, coaching & mentoring programs.
- Sustainable career support with our career model and individual development programs
- International project opportunities and networks Do you have questions?

We are looking forward to receiving your complete application documents (cover letter, CV/Resume and references) stating the earliest date you could start) Let's meet. Are you the person we're looking for? If yes, we look forward to receiving your application for this vacancy.

Write to Surendra Kumar Padala - [email protected] Role & responsibilities

Preferred candidate profile

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