SAP Service Delivery Manager

ONSITE IN CINCINNATI OHNO RELO WILL BE PAIDThe 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 ManagementOwn and drive customer satisfaction and service qualityDevelop customer relationships at multiple organizational levelsManage delivery of all servicesDrive adherence to both NTT Data Business Solutions Inc. and client policies and proceduresConduct resource scheduling and coordination through the staffing processDeliver customer reporting (billing, SLAs, and KPIs) and resolve any gapsEngage with all NTT Data Business Solutions Inc. Lines of Businesses (LOBs) (Application Management, Maintenance, Hosting, Consulting, Innovation) active with clientDrive 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)Identify and drive continuous improvement initiativesLead service reviews on account, engagement, and personnel statusConduct account planning and development, QBR, and scorecards with SalesProject Management ResponsibilitiesEngage Project management organization for all projects related to the clientEnsure successful transition of work from the Project Team to the Support resourcesEnsure NTT Data Business Solutions Inc. profitability on the account through adherence to project estimates, service quality, and assigned resource mixResource Management ResponsibilitiesEnsure resources are properly on-boarded to the Customer and engagementEnsure 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 engagementProvide challenging growth opportunities for team members based on account opportunitiesProactively contribute to the effective development of consultantsPosition Requirements/Qualifications: Bachelor’s degree in Information Technology or related field of study8+ years of IT experience5+ years of SAP and/or ERP experience with support (client or supplier) experience3+ years of Service Delivery, Account Management, or Project Management experienceExperience engaging with senior customer managementProject scoping, estimating and planning experienceSoftware Development Lifecycle experienceCross functional SAP or ERP expertise with an ability to talk at a medium to high level across the entire applicationExperience across multiple industries and/or business functionsThank 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 $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