Join NTT DATA Business Solutions , a global leader in SAP consulting and digital transformation. As part of the NTT DATA Group , we collaborate with over 16,700 professionals in 30+ countries to deliver innovative SAP solutions that help businesses thrive.

In this role, you'll support and optimize complex SAP landscapes, drive operational excellence, and contribute to impactful digital transformation projects, all while growing your expertise within a world-class team.

Job Title: Service Delivery Manager
Experience : 12+ years in SAP Delivery / AMS Operations
Employment Type : Full-Time
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 strong 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.

Service Delivery & Operations Management
Lead and govern end-to-end SAP AMS delivery for assigned customers across modules
Monitor and ensure SLA/KPI compliance, zero backlog aging, and ticket quality adherence through proactive oversight.
Drive root cause analysis, trend monitoring, and problem management to minimize recurring incidents.
Oversee the change management process, ensuring smooth release coordination and minimal business impact.
Ensure offshore operational stability, prioritization, and timely escalation handling.

Customer & Stakeholder Management
Act as the primary offshore point of contact for onshore SDM,



Account Executive (AE), and Customer IT leads.
Participate in governance meetings (WSR, MSR, QBR) and provide insights on delivery health, risks, and improvement plans.
Establish and maintain governance dashboards, tracking SLA, ticket analytics, resource utilization, and quality metrics.
Conduct internal delivery reviews, quality audits, and ensure adherence to AMS processes and compliance requirements.
Collaborate with PMO and Governance Leads to standardize reporting frameworks (WSR, MSR templates) across accounts.

Team Leadership & People Management
Manage a team of SAP consultants across modules, ensuring skill alignment and performance tracking.
Conduct daily operations huddles, weekly reviews, and resource forecasting in line with pipeline and project needs.
Support onboarding/offboarding, mentoring, and career growth of team members.
Continuous Improvement & Transformation
Identify and implement efficiency improvement initiatives in AMS delivery (automation, ticket reduction, RCA-driven prevention).
Partner with AI, BTP, and Automation CoEs to pilot innovations in AMS operations.
Work with the onshore leadership team to define offshore growth opportunities and enhance service value.
Contribute to problem management, process simplification, and optimization initiatives across customer accounts.

Required Skills & Experience





- 12–18 years of total IT experience with at least 8+ years in SAP AMS / Managed Services delivery management.
- Strong understanding of SAP functional & technical landscapes, including incident/change/problem processes.
- Proven experience in managing AMS delivery for US-based customers with time zone flexibility.
- Demonstrated capability in governance, SLA management, reporting, and risk mitigation.
- Hands-on experience with ServiceNow / SolMan / other ticketing tools for delivery tracking.
- Excellent communication, presentation, and stakeholder management skills across global teams.
- Experience in managing offshore delivery teams across multiple SAP modules.
- Robust understanding of SAP functional & technical landscapes, including incident/change/problem processes.
- Proven experience in managing AMS delivery for US-based customers with time zone flexibility.
- Demonstrated capability in governance, SLA management, reporting, and risk mitigation.
- Hands-on experience with ServiceNow / SolMan / other ticketing tools for delivery tracking.
- Excellent communication, presentation, and stakeholder management skills across global teams.
- Experience in managing offshore delivery teams across multiple SAP modules.

ITIL4 Foundation / Intermediate – preferred for service management expertise.
PMP or PRINCE2 – advantage for project governance and structured delivery.
Scrum Master / Agile Delivery Certification – advantage for modern delivery practices.
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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.

📌 Service Delivery Manager It (Secunderabad)
🏢 NTT DATA Business Solutions
📍 Secunderabad