Senior Manager

• Service Delivery & Operations Management
• Lead and govern end-to-end SAP AMS delivery for assigned customers across modules
• Monitor and ensure SLA/KPI compliance, zero backlog aging, and ticket quality adherence through proactive oversight.
• Drive root cause analysis, trend monitoring, and problem management to minimize recurring incidents.
• Oversee the change management process, ensuring smooth release coordination and minimal business impact.
• Ensure offshore operational stability, prioritization, and timely escalation handling.
• Customer & Stakeholder Management
• Act as the primary offshore point of contact for onshore SDM, Account Executive (AE), and Customer IT leads.
• Participate in governance meetings (WSR, MSR, QBR) and provide insights on delivery health, risks, and improvement plans.
• Maintain transparent and proactive communication channels with onshore counterparts and internal leadership.
• Contribute to customer satisfaction improvement initiatives and follow up on CSAT action items.
• Governance & Reporting
• Establish and maintain governance dashboards, tracking SLA, ticket analytics, resource utilization, and quality metrics.
• Conduct internal delivery reviews, quality audits, and ensure adherence to AMS processes and compliance requirements.
• Collaborate with PMO and Governance Leads to standardize reporting frameworks (WSR, MSR templates) across accounts.
• Team Leadership & People Management
• Manage a team of SAP consultants across modules, ensuring skill alignment and performance tracking.
• Conduct daily operations huddles, weekly reviews, and resource forecasting in line with pipeline and project needs.
• Support onboarding/offboarding, mentoring, and career growth of team members.
• Drive continuous improvement culture through automation ideas, process optimizations, and best-practice sharing.
• Continuous Improvement & Transformation
• Identify and implement efficiency improvement initiatives in AMS delivery (automation, ticket reduction, RCA-driven prevention).
• Partner with AI, BTP, and Automation CoEs to pilot innovations in AMS operations.
• Work with the onshore leadership team to define offshore growth opportunities and enhance service value.
• Contribute to problem management, process simplification, and optimization initiatives across customer accounts.
  

Required Skills & Experience

• 12–18 years of total IT experience with at least 8+ years in SAP AMS / Managed Services delivery management.
• Strong understanding of SAP functional & technical landscapes, including incident/change/problem processes.
• Proven experience in managing AMS delivery for US-based customers with time zone flexibility.
• Demonstrated capability in governance, SLA management, reporting, and risk mitigation.
• Hands-on experience with ServiceNow / SolMan / other ticketing tools for delivery tracking.
• Excellent communication, presentation, and stakeholder management skills across global teams.
• Experience in managing offshore delivery teams across multiple SAP modules.
  

Preferred Certifications

• ITIL4 Foundation / Intermediate – preferred for service management expertise.
• PMP or PRINCE2 – advantage for project governance and structured delivery.
• Scrum Master / Agile Delivery Certification – advantage for modern delivery practices.
  

• Strong ownership and accountability.
• Customer-first mindset with proactive problem-solving.
• Excellent coordination and multitasking ability.
• Team-oriented leadership with mentoring skills.
• Analytical thinking with a focus on continuous improvement.’
  

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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.