Service Delivery Manager


Highlights of the role

•       Manage Large Engagements into Application Management space

•       Must be from SAP Background

•       Should have handled at least 50-100 People.

•       Should have managed Deals worth: 15-30 Million 3/5 year contract.

•       Must have 16+ yrs of IT experience with 12+ yrs into SAP

•       8-10 yrs of Application Management (AM).

•       Candidates should be good at Maintaining Application – Deliver from Offshore.

Job Description

Experience: 16+ yrs

• 12+ Years of SAP Experience in IT consulting, out of which at least 8-10 years in Application management Reporting into Engagement Manager


• Should have managed SAP Application Management projects of a minimum team size of 100+ FTE


Primary Skills (must have) :


• Should have managed SAP Application Management projects of a minimum team size of 100+ FTE


• Strong analytical and problem solving abilities in at least one of the core Business Processes(O2C, P2P,F2M, R2R etc) for atleast one Industry Domain (Manufacturing, CPRD, Life Science Utilities etc)


• Sales, Solutioning skills


• Senior Leadership Stakeholder Management


Key Responsibilities include:


1. Responsible for Delivery excellence of all the projects and Application Management rolling up to this role through a strong governance and review mechanism


2. Responsible for the overall operational accountability by adhering to the SLA’s and YOY productivity with high quality deliverables leads to high Customer satisfaction


3. Lead the offshore delivery team comprising Project Managers and Service Delivery Managers


4. Contribute to the establishment and promotion of a culture which promotes quality of work, service orientation and flexibility utilizing industry best practices


5. Develop and motivate staff in order to establish and maintain a high caliber workforce that is able to meet the challenging performance targets whilst producing high quality work


6. Continual Innovation aimed at reducing of cost of delivery – bring about high degrees of industrialization, delivery process standardization and reuse across the SDLC lifecycle


7. Accurately forecast revenue, head count, profitability, margins, bill rates and utilization,


8. Manage to target CM%, Pyramid, Fresher %age, Utilization. Meet expectations for Get-slim, Job rotations


9. Responsible for maintaining all contractual and legal artifacts related to the engagement


10. Ensure that the engagement meets organizational and client requirements on Quality parameters; participate successfully in internal / external Audits and Appraisals


11. Identify account mining and "add-on" sales opportunities within the account


12. Facilitate team and client meetings effectively, set and manage client expectations and develop lasting relationships with client personnel that foster client ties


13. Continually seek opportunities to increase customer satisfaction and deepen client relationships


14. Liaise with different associate groups, IDP’s, BU’s in Capgemini India for effective delivery Required Skills & Experience (List Primary / Optional / good-to-have skills)


15. Significant Delivery experience working with clients in Automotive space for ADM services


16. Experience in delivery of large scale customer services to expected SLAs, for both Application Development and Maintenance


17. Experience of Rightshore delivery model across BUs and geographies


18. Good knowledge of Project Management, ITIL and CMMI Level 5 processes