NC
Service Delivery manager
NR Consulting - India
🇮🇳 India
On-site
Manager or above
4 weeks ago
- SAP
- Change Management
- PMP
- ITIL
- S/4HANA
- AI
4 weeks ago
Location: Mumbai
Exp: 10+ Years
Job Description:
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.
• Strong 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 · NR Consulting - India