SAP Service Delivery Manager (Urgent)

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 :

Resource Management Responsibilities :

Position Requirements / Qualifications :

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.