Service Delivery Manager

Unleash Your Potential: Whether 2 Years or 20, Discover Rewarding Journeys with Us The 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 u00b7 Own and drive customer satisfaction and service quality u00b7 Develop customer relationships at multiple organizational levels u00b7 Manage delivery of all services u00b7 Drive adherence to both NTT Data Business Solutions Inc. and client policies and procedures u00b7 Conduct resource scheduling and coordination through the staffing process u00b7 Deliver customer reporting (billing, SLAs, and KPIs) and resolve any gaps u00b7 Engage with all NTT Data Business Solutions Inc. Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with client u00b7 Drive awareness of all cross-LOB initiatives that may impact delivery to the client (projects, organizational changes, etc.) u00b7 Review and approve monthly invoice and billing (time and expenses) u00b7 Identify and drive continuous improvement initiatives u00b7 Lead service reviews on account, engagement, and personnel status u00b7 Conduct account planning and development, QBR, and scorecards with Sales Project Management Responsibilities u00b7 Engage Project management organization for all projects related to the client u00b7 Ensure successful transition of work from the Project Team to the Support resources u00b7 Ensure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates, service quality, and assigned resource mix Resource Management Responsibilities u00b7 Ensure resources are properly on-boarded to the Customer and engagement u00b7 Ensure team members are executing daily operations properly (e.g. updating and completing assigned work, tracking time and expenses, adhering to processes) u00b7 Mentor new and existing employees working on assigned client engagement u00b7 Provide challenging growth opportunities for team members based on account opportunities u00b7 Proactively contribute to the effective development of consultants Position Requirements/Qualifications: 1. Bacheloru2019s degree in Information Technology or related field of study 2. 8+ years of IT experience 3. 5+ years of SAP and/or ERP experience with support (client or supplier) experience 4. 3+ years of Service Delivery, Account Management, or Project Management experience 5. Experience engaging with senior customer management 6. Project scoping, estimating and planning experience 7. Software Development Lifecycle experience 8. Cross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire application 9. Experience across multiple industries and/or business functions Preferred: 1. Advanced degree 2. ITIL Framework understanding and knowledge, ITIL V3 Foundations Certification or higher Thank you for your interest in NTT DATA Business Solutions We are thrilled to offer an exceptional compensation package that includes competitive salaries, comprehensive health and dental benefits, Flexible Paid Time Off, 10 paid holidays, a 401k plan, and remote work opportunities, among many other fantastic benefits (. We take great pride in our firm's high-growth trajectory and are always on the lookout for top talent to join our team. We encourage you to consider becoming a part of our dynamic and innovative organization. Thank you for your interest, and we look forward to hearing from you soon Please note that employment with NTT DATA Business Solutions is subject to the successful completion of a satisfactory background check, and we participate in E-Verify. We kindly ask that all applications be submitted directly and not through third-party agencies. The annual base compensation range for this role will be $111,395 - $180,445. 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 candidateu2019s skill set, certifications, and experience. We transform. SAPu00ae solutions into Value

Created: 2026-02-05