The
SAP Service Delivery Manager (SDM) is responsible for coordinating a team of on-site and/or remote consultants to deliver services with excellence for one or more of our Strategic Managed Services customers. In this capacity, the SDM is tactically responsible for managing the day-to-day delivery both facing the customer and internally:
Customer Facing: The SDM works directly with customers to ensure the quality delivery of support services including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, coordinating project and support budgets, and resolving any conflicts. The SDM is ultimately responsible for overall customer satisfaction and delivery of all work to the client.
Internal to NTT Data Business Solutions Inc.: The SDM works directly with internal support and project resources to ensure the quality delivery of support services, including managing priorities, reporting performance metrics (SLAs/KPIs), resolving any performance gaps, collaborating with Accounting on billing, resolving any conflicts, and communicating upcoming demand outside of the direct account team. The SDM provides feedback to consultants and helps manage the workload across resources.
Strategically, the SDM will collaborate with the Sales Account Executive and Line of Business Management to develop and execute against strategic account plans and goals. The SDM will work with Line of Business management to ensure on-going profitability in line with expectations.
Duties and Responsibilities: - Customer / Engagement Management
- Own and drive customer satisfaction and service quality
- Develop customer relationships at multiple organizational levels
- Manage delivery of all services
- Drive adherence to both NTT Data Business Solutions Inc. and client policies and procedures
- Conduct resource scheduling and coordination through the staffing process
- Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps
- Engage with all NTT Data Business Solutions Inc. Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with client
- Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.)
- Review and approve monthly invoice and billing (time and expenses)
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- Identify and drive continuous improvement initiatives
- Lead service reviews on account, engagement, and personnel status
- Conduct account planning and development, QBR, and scorecards with Sales
- Project Management Responsibilities
- Engage Project management organization for all projects related to the client
- Ensure successful transition of work from the Project Team to the Support resources
- Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates, service quality, and assigned resource mix
- Resource Management Responsibilities
- Ensure resources are properly on-boarded to the Customer and engagement
- Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes)
- Mentor new and existing employees working on assigned client engagement
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- Provide challenging growth opportunities for team members based on account opportunities
- Proactively contribute to the effective development of consultants
Position Requirements/Qualifications: - Bachelor's degree in Information Technology or related field of study
- 8+ years of IT experience
- 5+ years of SAP and/or ERP experience with support (client or supplier) experience
- 3+ years of Service Delivery, Account Management, or Project Management experience
- Experience engaging with senior customer management
- Project scoping, estimating and planning experience
- Software Development Lifecycle experience
- Cross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application
- Experience across multiple industries and/or business functions
Preferred: - Advanced degree
- ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher
The annual base compensation range for this role will be $92,757 - $175,260. The exact compensation at which this job is filled will be determined by a number of factors including but not limited to organizational needs and the qualified candidate's skill set, certifications, and experience.
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