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

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