SAP Service Delivery Manager

You can make a difference by executing the following roles and responsibilities:
·      Gathering business requirements, creating functional specifications and writing documentation
·      Analyzing, developing and testing in the area of risk, finance and compliance in an IT environment    
 
About NTT Data Business Solutions
We deliver powerful SAP Solutions to the world. At NDBS, you will:

•    Solve the IT complexities for small, medium and large enterprises across the globe

•    Implement innovative processes, methodologies to enhance our customer businesses

•    Lead, inspire, establish trust and work together in support of a common goal

•    Be agile and flexible; efficiently balance work and life

•    Get to learn and implement latest SAP technologies, Big Data, AI and Analytics

•    Have a vision to make technology awesome for businesses around the globe
 
We are looking forward to see the following skills and capabilities in you:
Customer centric skills, communication skills, analytical skills, result driven approach and collaborative skills, along with self driven skills. These skills are essential to essay the role of a SAP SDM. In addition, it's important that you recognize everything in the checklist below:
 
SDM is responsible for coordination with Client team and is the primary contact for all things related to delivery. He/She is responsible for working with Client's team on the short term and long term strategic roadmap potentially involving system & solution enhancements/ upgrades, planning and execution of the same. He is also the first point of escalation as he is responsible for managing all the deliverables and teams involved. Quality,  SLA management , continuous improvement,  achieving efficiency, advisory services for business process improvement & best practices adoption are his/her key focus areas.
 
Details of his/her activities during different phases of engagement are: 
 
Project Preparation and Onboarding:

•    Establishes the Customer contact.

•    Establishes the Connectivity with Client.( IT/ Documentation/tools/processes Key Users, Business etc.,)

•    Builds operational and working procedures

•    Establishes relationship with Client's Onsite/Offshore and India AMS teams.

•    Fixed India team Onboarding and off boarding.

•    Manage the shared pool on boarding and off boarding with internal organization

•    Gathers all the information on systems/landscapes/ document compilation etc.,

•    Transition Planning

•    Scheduling and ensuring the workshops are happening as per the planned schedule.

•    Reporting back on transition and preparedness of the team to client manager
 
Operations:
 
Responsible to manage the smooth operations of the project – Service Delivery

•    Responsible to manage the work deliverables of the consultants for AMS team in India.

•    Ensure the change request management process is executed smoothly

•    Responsible to manage the right estimates are provided to ROLE OF SDM IT heads.

•    Responsible for getting all the change requests are approved from ROLE OF SDM

•    Responsible for delivering the change requests on time and at the agreed cost

•    Responsible for managing the change request KPI SLA's

•    Similarly also responsible for all  incident related SLA's

•    Support the team in collaborating with Onsite, ROLE OF SDM India and AMS teams for all work related matters.

•    Coordinates the entire onsite  travel for the consultants with Client  Management

•    Leave planning and communication.
 
Tracking, Reporting

•    Responsible for tracking all the incidents and change requests that are related to India AMS team.

•    Monitor the SLA's and KPI's during the month

•    Internal follow up with teams on the deliverables.

•    Conduct periodic meetings with Client IT management and report on the progress of the deliverables.

•    Collaborate on new opportunities with Client  Management

•     Track the time management of the teams

•    Report on time and invoicing during the month end

•    Other month end activities

•    Periodic reports on SLA's, tickets , CR's, time,  cost etc.,
 
 Escalation Management

•    SDM is the first  reporting and escalation point for Client  for all operational matters

•    Executes the Escalation matrix agreed upon with Client

•    Responsible for resource replacements.
 
Quality Management

•    Ensure the deliverables are firstly meeting our internal CMMI standards

•    Ensure the deliverables are in line with Client's quality standards

•    Facilitate periodic internal and client specific Quality Audits.

Future Planning

•    Work with Client's IT management for new projects

•    Improving service quality

•    Reducing the cycle times

•    Planning for new projects

•    Demand management
Skill upgradation to suit Client's requirements

•    Excellent analytical and problem solving skills

•    Excellent verbal and written communication skills and can communicate clearly and concisely

•    Strong executive presence and ability to interact with Customer Top Management

•    Proven ability to transfer knowledge and stay aware of current trends and technical advancements

•    Need to be a team player

•    You understand that an employer brand is more than a logo, and know how to communicate the value prop of working at our company both authentically and transparently

•    Bachelor or Master degree

•    Willingness to travel

•    Able to link the business wish to an IT solution

•    Passionate about SAP, ready to learn and grow

•    Business Travel:  Project specific travelling is mandatory for all the SAP Consultants.
 
Interested?
Do you want to become the best version of yourself? Are you ready to experience and explore new things? We love to help you achieve this by focusing firmly on your growth, development and investing in an environment where you learn every day. We give you room to experience, innovate and initiate. In this way, we offer you numerous opportunities to grow and help you exceed your expectations, to do the right thing exceptionally well, and to therefore grow as a professional.
 
In addition, with us, you can also expect:

•    Get to work on the latest SAP technologies, apart from your skillset – SAP Technologies, Analytics, S/4HANA Cloud

•    Industry based solutions

•    Contribute to the development of new IP – the NDBS products for the SAP customers

•    Paid holidays

•    Best  health insurance benefits to you and your family members; "We care for our employees and their families, who have been part of our success journey"

•    Professional development benefits

•    Employee assistance program

•    Wellness programs

•    Re-entering the workforce after taking time off in the middle of your career

We transform. SAP solutions into Value

For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Mrunali Ghodke 

Recruiter Email ID:  

NTT DATA Business Solutions is a fast-growing international IT company and one of the world's leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.