SAP ADM Engagement Manager



SAP Service Delivery Manager – 12 to 18 Years


We are looking to hire SAP SDM with 12-18 years of exp for Mumbai/Bangalore location


Roles &  Responsibilities –


  • Manage Engagements ensuring Delivery Effectiveness & Excellence
  • Manage the SLA targets and work with the team to trouble-shoot and resolve areas where targets are in danger of being breached
  • Plan Workload for Service Management and 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 Continuous Service Improvements
  • Improving Contribution Margin – Maintain and Improve Pyramid Structure – Ensure expectations and goals are set properly with team and work with stakeholders to find the right fit
  • Manage Staffing, Team Building, Training and Certifications


Primary Skills (Must have) :


  • Plays an interface role between Account manager and Delivery Centers –that provide the different services to the client
  • Experienced Senior IT manager with a proven track record in outsourcing environment, bachelor’s degree
  • 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
  • Excellent delegation skills, negotiation skills and strong people management skills
  • Oversee day-to-day operations to ensure contractual commitments are met for the areas managed by the SSDL or other SDMs
  • Proactively manages the day-to-day relationship with the client(s)/client representatives to ensure a high level of satisfaction
  • Becomes a point of escalation for customer/delivery issues and for service towers regarding client issues / opportunities / contractual obligations
  • Works closely with Account Manager/SSDM to plan the overall client relationship strategy, concentrating on cost reduction, service improvement and new businesses


Location : Mumbai/Bangalore


Experience : 12-18 Years


Contact : Suraj Mulay



Posted on:

September 12, 2019

Experience level:


Education level:

Bachelor's degree or equivalent

Contract type:





Application Services (Technology Jobs)


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