Service Delivery Manager - Senior Manager - L5

The Service Delivery Manager (SDM) role requires 12 to 15 years of relevant experience and is based in Hyderabad, Bangalore, Chennai, Pune, Mumbai, or New Delhi. The ideal candidate will have a notice period ranging from immediate to 30 days. The SDM acts as the primary liaison between the client and the delivery teams, overseeing end-to-end service delivery, project onboarding, operations, tracking, escalation, and quality management. This role involves working closely with the client’s team to align on both short-term and long-term strategic roadmaps, including system and solution enhancements or upgrades. The SDM is accountable for managing all deliverables, ensuring compliance with service level agreements (SLAs), driving continuous improvement, and providing advisory services for business process optimization.

Key Responsibilities

- Lead project preparation and onboarding by establishing customer contacts, connectivity with client IT systems, documentation, tools, and processes. Build operational procedures and foster relationships with onsite, offshore, and AMS teams. Manage onboarding and offboarding of fixed and shared pool teams, gather system and landscape information, plan transitions, schedule workshops, and report readiness to client management.

- Oversee smooth project operations and service delivery by managing consultant work deliverables, ensuring efficient change request management, obtaining necessary approvals, and delivering changes on time and within budget. Monitor incident and change request SLAs, support collaboration between onsite and India AMS teams, coordinate onsite travel, and manage leave planning and communication.

- Track and report on all incidents and change requests related to the India AMS team. Monitor SLAs and KPIs, conduct internal follow-ups, hold periodic meetings with client IT management, collaborate on new opportunities, track team time management, and manage month-end reporting including invoicing and SLA compliance.

- Act as the first escalation point for all operational matters, executing the agreed escalation matrix and managing resource replacements as needed.

- Ensure quality management by aligning deliverables with internal CMMI standards and client quality expectations. Facilitate periodic internal and client-specific quality audits.

- Collaborate with client IT management on future planning, including new projects, service quality improvements, cycle time reductions, demand management, and skill upgrades to meet evolving client requirements.

Required Qualifications

- Bachelor’s or Master’s degree in a relevant field.

- Strong analytical and problem-solving skills.

- Excellent verbal and written communication skills with the ability to communicate clearly and concisely.

- Proven ability to engage with senior customer management and demonstrate strong executive presence.

- Experience in knowledge transfer and staying current with industry trends and technical advancements.

- Ability to work effectively as a team player.

- Passion for SAP technologies with a willingness to learn and grow.

- Ability to link business needs to IT solutions.

- Willingness to travel as project-specific business travel is mandatory.

Preferred Qualifications and Benefits

- Experience in managing complex service delivery projects and driving continuous improvement initiatives.

- Understanding of employer branding and ability to communicate the company’s value proposition authentically.

- Opportunity to work in a fast-growing international IT company and leading SAP partner, offering a dynamic environment focused on professional growth, innovation, and learning.

This role offers a chance to become the best version of yourself by working in an environment that encourages growth, development, and innovation. You will have the opportunity to contribute to transforming SAP solutions into tangible business value while advancing your career in a supportive and forward-thinking organization.