SAP AM Service Delivery Manager

Job Role – AMS Service Delivery Manager

Job Location – Bangalore / Mumbai 


Job Description –


  • Managing Engagements with a total team size of around 60+ resources – Ensure Delivery Effectiveness & Excellence.
  • Manage the SLA targets and work with the team to trouble-shoot any areas where targets are in danger of being breached.
  • Workload Planning for Service as well as Projects
  • Manage Communication & Escalation
  • Manage Risks & Issues
  • Third Party Management – Process Implementation/Adherence/Continuous Improvement
  • Regular Month end reporting (MSR and RAG) – Measure various metrics (process, tools, client satisfaction etc.)
  • Drive the Service Improvements. – Invoicing, ICA – Improving the Contribution Margin
  • Maintaining and Improving Pyramid Structure
  • Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit.
  • Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit.
  • Manage Staffing, Team Building, Forecasting




Required Skills –


Plays an interface role between Account manager and Delivery Centres –that provide the different services to the client.

• Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor’s degree;

• Experience delivery of customer services to Client requirements and satisfaction, Service Level Agreements and performing to Capgemini Management standards;

• Be able to perform contractual analysis, management and change according to ITIL and Capgemini standards;

• Proven track record of successful project implementations;

• Ability to balance customer satisfaction / demands to maintain customer satisfaction with the level of support the customer has contracted with Capgemini;

• Experience in a wide variety of information technology fields to fully understand the details of the services that can be provided;

• Excellent delegation skills, negotiation skills and strong people management skills;

• Excellent customer relations skills to understand client/client representatives concerns and requirements;

• Ability to travel at least 40-50%. General

• Oversees day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs

• Proactively manages teams providing services in scope, directly or with assistance of line managers and has two managers directly reporting to them (this will be dependent on the contract, a staff of 30 on-shore resources)





Posted on:

August 14, 2018

Experience level:


Education level:

Bachelor's degree or equivalent

Contract type:





Application Services (Technology Jobs)


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