SAP AM Service Delivery Manager

Service Delivery Manager 

Experience – Mandatory;
A. Project Management;
1 Experience in Transition – Run – Run, Build – Run, Build- Run- Build;
2 Experience in Due diligence.;
3 Responsible for making sure that the contract is understood by everyone and contractual obligations are met ;
4 In Depth experience in managing large and complex AM Projects (Run Operations) – (FTE Size > 30, TCV – 10 M USD);
a. Meet contractual obligations and commitments.;
b. Day to Day Operations – SLA Compliance, Backlog, AET, Turn Around Time (TAT) etc. Proactively manage contractual deliverables.;
c. Knowledge of ITIL processes – Incident/Change/Problem/Knowledge Management;
d. Governance – ;
i. Monitor progress of operations on a periodic basis and manage exceptions;
ii. Lead the Governance calls (Internal/External). Track the action items to closure;
e. Reporting – Ensure to implement reporting process to distribute Weekly/BI Weekly/Monthly progress reports.;
f. Review ;
i. Proactively perform periodic reviews of operations and make a plan of improvements ;
g. Communication Management ;
i. Should have excellent communication/presentation skills (Written/Verbal);
ii. Communicate important updates to team members to ensure that everyone is aligned.;
h. Operational Excellence – Responsible for achieving operational excellence;
i. Continuous Service Improvements – Proactively implement continuous service improvements;
j. Industrialization – Implement industrialized tools/process.;
k. Innovations – Introduce innovations (Digital, Analytics, Cloud, Automation etc.) satisfying client business ;
B Project Commercial and Finance Management ;
a. Responsible for YoY Productivity improvements (Pyramid Optimization, Onsite/Offshore split, Intake of Freshers etc);
b. Contribution Margins;
i. Responsible for managing budgeted and target CM%;
ii. Responsible to work closely with Finance controller and Account Executive to manage monthly forecast/actual (CM%);
C Customer Satisfaction;
a. Focus on Customer Centricity;
b. Manage relationship with customer stakeholders;
c. Ready to travel to customer locations to participate in face to face meetings;
d. Identify and manager key stakeholders from client side.;
e. Manager customer satisfactions;
f. Identify new opportunities for revenue acceleration.;
g. Ensure Project renewability.;
D Team Management ;
a. Resource Management ;
i. Responsible for making sure that the resources are empowered to perform the services to meet contractual obligations;
E Stakeholder Management;
a. Identify key stakeholders from client;
b. Ensure that the stake holders are aligned towards project objective;
F Risk and Conflict Management;
a. Identify risks ;
b. Plan to mitigate risks;
c. Communicate risk mitigation plan;
Preferred Certifications – ITIL/CSM-PSM/PMP/Prince 2;



Posted on:

November 3, 2018

Experience level:


Education level:

Bachelor's degree or equivalent

Contract type:





Application Services (Technology Jobs)


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