
SAP Service Delivery Manager
24 hours ago
Service Delivery Manager
Minimum Experience – 12 to 17 years
Job Location – Hyderabad/Mumbai
Job Summary
Service Delivery Manager will be accountable for Application Maintenance, Support & Projects for our SAP Managed Services customers and will lead the team of functional and technical SAP resources from multiple process areas. To be successful in this role you should have demonstrated experience and success in the Duties and responsibilities of this role.
Job Description - Duties and Responsibilities:
Customer / Engagement Management
- Own and drive customer satisfaction, service quality and governance for multiple AMS accounts.
- Develop and manage client relationships at multiple organizational levels like business users, IT management, Clevel, and Vendor partner.
- Drive adherence to both Cognitus and client Contracts, MSA’s, policies and procedures. Understand managed services contract with respect to scope, people and quality, and budget expectations.
- Conduct resource scheduling and coordination through the staffing process and align delivery mix per Contract.
- Manage Ticket systems, route and assign resources and conduct Operational meetings with the customer.
- Deliver customer reporting and Governance cadences (Invoices, billing, SLAs, and KPIs) and resolve any gaps.
- Lead Monthly service reviews on account, financials, engagement, and resource status.
- Identify and drive continuous improvement initiatives.
- Conduct account planning and development, Roadmaps, Quarterly Business Reviews, and scorecards with Sales and Industry solution team. Provide internal KPI’s on Account and Contract Retention (ARR renewals) and Expansion.
- Assist Presales with Contracts and SOW’s for assigned Strategic accounts.
Service Delivery and Project Management Responsibilities:
- Responsible for multiple managed services accounts and involve with people training and back-up plans.
- Escalation Management.
- Engage Project management organization if needed for larger projects related to the client.
- Engage as Project manager for enhancements, small Projects, and Upgrades.
- Ensure successful transition of work from the Project Team to the Support resources and Ensure Customer success from Stabilization to Run post transition.
- Support initiatives to implement operational aspects of project and programs - governance, tracking, and reporting.
- Follow-up with team members and 3rd party support vendors as needed.
- Ensure Cognitus profitability on the account through adherence to project estimates, service quality, and assigned resource mix.
- Evaluate, balance, and negotiate Cognitus and Client priorities and adjust as needed.
- Work on Internal Initiatives to contribute to managed services best practices and process standardization work.
Resource Management Responsibilities:
- Develop and maintain Resource plans, forecasts, and Weekly adjustments.
- Ensure resources are properly on-boarded to the Customer and engagement and help mentor them to be successful.
- Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes
- Interact and deal effectively with all levels of employees while maintaining a professional manner.
- Maintains a positive work environment through teamwork & conflict resolution.
- Provide Performance reviews, development plans, challenging growth opportunities for team members based on account opportunities.
Position Requirements/Qualifications:
- 12-17 years of SAP experience and at least 5 – 8 years working as a Service Delivery Manager for Global SAP Application Maintenance and Support & Project engagement in a large/medium organization.
- Excellent Customer Service and Customer Facing skills.
- Experience as an SAP Functional, Technical Consultant or Project manager is preferred.
- Cross functional SAP expertise with an ability to talk at a medium to high level across the entire application.
- Knowledge of ITIL processes like Incident Management, Change Management, Problem Management, Service Requests, SLA, and Transport Requests Management
- Knowledge of Regression Testing process.
- Experience handling Major and Critical Incidents and process.
- Well versed with execution of Support operations, Status reports, Dashboards, etc.
- Experience with 10x5 and as required support on weekends, working with multi-delivery centre support teams spread across different geographies.
- Excellent written, verbal communication and presentation skills. Ability to communicate technical and nontechnical information, ideas, procedures, and processes in a simple and effective way to client audience.
- Ability to work in a fast pace, complex environment and under tight deadlines.
- Experience working with SAP current technologies (S4HANA, Cloud) and partner products and able to learn new tools and software quickly.
- Proficient in Outlook, Excel, Word, PowerPoint, and SharePoint.
- Expected to work occasional weekends, holidays, overtime, or a variety of shifts, when needed, to meet support Operational/Service Level Agreements.
- Ability and willingness to travel as needed to achieve business objectives.
- Knowledge of Service management methodologies like ITIL, Project management methodologies like Agile or Scrum and DevOps, ITSM tools like Jira, ServiceNow, ChaRM, SOLMAN and Hyperscalers like AWS and Azure is an added advantage.
- Problem and trend analysis skills using data to Analyse the operational environment and suggest improvements.
About Company
At Cognitus, we are shaping the future of enterprise innovation. As an SAP Gold Partner and Co-Innovation Partner, we help organizations drive growth, agility, and transformation through a unique blend of cutting-edge technology and deep industry expertise.
With a global presence across 17+ locations and expertise spanning diverse industries such as Aerospace and Defense, Professional Services, Manufacturing, Consumer Products, Wholesale Distribution and more, Cognitus offers cutting-edge cloud and AI-powered solutions to help companies adapt, grow, and thrive. From regulatory compliance and data migration to contract lifecycle management and real-time billing, our smart solutions deliver real value where it matters most. We specialize in rapid implementations of SAP cloud ERP leveraging the latest SAP technologies to help clients stay ahead of the curve and unlock competitive advantage.
-
SAP Delivery AMS Manager
24 hours ago
Hyderabad, Telangana, India, Telangana SELECCIÓN Consulting Full timeSELECCION is an SAP service company, and we are a passionate global community dedicated to redefining the future of SAP services. Our mission is to deliver impactful solutions.We are looking for an experienced SAP Delivery / AMS Manager to lead service delivery, oversee incident and problem management, and ensure the smooth operation of SAP applications...
-
SAP Service Management
4 weeks ago
Hyderabad, Telangana, India Cognitus Full timeJob DescriptionDuties and Responsibilities:- Configuration & Implementation:- Configure and implement SAP Service Management (SM) and related modules such as Customer Service (CS) and SAP S/4HANA Service.- Develop and deploy solutions aligned with business requirements, ensuring best practices and fit-to-standard configurations are applied.- Support...
-
Delivery Manager
24 hours ago
Hyderabad, Telangana, India, Telangana GSPANN Technologies, Inc Full timeAbout the Company :Headquartered in California, U.S.A., GSPANN provides consulting and IT services to global clients. We help clients transform how they deliver business value by helping them optimize their IT capabilities, practices, and operations with our experience in retail, high-technology, and manufacturing. With five global delivery centers and 2000+...
-
SAP SuccessFactors RCM Manager
24 hours ago
Hyderabad, Telangana, India, Telangana Phoenix Business Consulting Full timeSAP RCM ManagerTotal Exp: 8+yrs*Skills (Mandatory):As a SAP SuccessFactors RCM (Recruitment Management) professional, you will implement and deploy SAP SuccessFactors RCM solutions to achieve defined business goals.Key Responsibilities:·Lead and advice business process improvement on SAP Successfactors enablement initiativeInteract with clients to...
-
Service Delivery Manager
2 days ago
Hyderabad, Telangana, India NTT DATA Full time ₹ 20,00,000 - ₹ 25,00,000 per yearJob Description: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 SolutionsWe...
-
Managed Services Client Delivery Specialist
6 hours ago
Hyderabad, Telangana, India NTT DATA Global Delivery Services Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per yearManaged Services Client Delivery Specialist Make an impact with NTT DATA Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion – it's a place where you can grow,...
-
Sap Fico Delivery Management
1 week ago
Hyderabad, Telangana, India ITC Infotech Full time ₹ 20,00,000 - ₹ 25,00,000 per yearDear Candidate,We are looking for Sap Delivery manager(Fico) role for our organization i.e ITC Infotech.Position : Sap Delivery manager(Fico)Experience : 15 to 20 yearsLocation : HyderabadCTC : As per industry standardJob Description :Roles and Responsibilities :AMS: Tracking and monitoring of tickets till closure. Carry out root cause analysis. Adherence to...
-
SAP Support Services Associate Manager
2 days ago
Hyderabad, Telangana, India New Era Technology Full time ₹ 6,00,000 - ₹ 18,00,000 per yearJob Title: SAP Support Services Associate ManagerCompany: New Era TechnologyEmployment Type: Permanent | Full-timeLocation: Remote (India)About New Era TechnologyNew Era Technology is a global managed technology solutions provider with a presence across 14+ countries. We deliver secure, innovative, and end-to-end solutions that help clients connect,...
-
SAP S/4HANA Delivery Architect
6 days ago
Hyderabad, Telangana, India SELECCIÓN Consulting Full time ₹ 1,50,000 - ₹ 28,00,000 per yearSELECCION is an SAP service company, and we are a passionate global community dedicated to redefining the future of SAP services. Our mission is to deliver impactful solutions.We are seeking a highly experiencedSAP Delivery Leaderwho can drive SAP portfolio development and lead customer-facing engagements. The ideal candidate will have strong expertise inSAP...
-
SAP BTP
24 hours ago
Hyderabad, Telangana, India, Telangana Tata Consultancy Services Full timeGreetings from Tata Consultancy Services!!!TCS is hiring for SAP BTP.Role : SAP BTP ArchitectExperience : 10+ YearsLocation: PAN IndiaTechnical Skills · Strong experience with implementing solutions on SAP BTP (Business Technology Platform) with focus on SAP Extension Suite and/or Integrations. · Strong understanding of architectural considerations for SAP...