Role : SAP Service Delivery Manager Location : Mumbai, Pune L level : L4 Experience : 10+ Years Job Description : 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 • Strong 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 Get empowered by NTT DATA Business Solutions! 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.