Job Title: SAP Service Delivery Manager
Location: UK Nationwide
Department: SAP Application Management Services
Reports To: Head of Support
Employment Type: Full-Time
Job Overview:
We are seeking a skilled and experienced SAP Service Delivery Manager to lead the delivery and support of SAP systems and services across our customer base. This role ensures high-quality service delivery, operational efficiency, and alignment of SAP solutions with customers business objectives. The ideal candidate will have a strong background in SAP modules, ITIL-based service management, and stakeholder engagement. In addition, you will be responsible for ensuring quality service transition for selected customer projects as they migrate to BAU support.
Key Responsibilities:
Service Delivery Oversight
* Ensure the effective and timely delivery of SAP services (including ECC, S/4HANA, BW, CAR, etc.), meeting SLAs and KPIs.
Stakeholder Management
* Act as the main point of contact between the SAP support team, internal business units, and external vendors. Ensure high levels of customer satisfaction.
Incident & Problem Management
* Oversee resolution of SAP-related incidents and problems, ensuring root cause analysis and continuous improvement.
Change & Release Management
* Coordinate SAP change requests, patches, and upgrades while minimizing disruption to business operations.
Vendor Management
* Manage SAP service providers, ensuring contractual compliance, performance, and value delivery.
Compliance & Security
* Ensure SAP systems comply with internal policies, industry standards, and regulatory requirements.
Continuous Improvement
* Drive initiatives to optimize SAP operations, enhance automation, and improve end-user experience.
Qualifications & Experience:
* Bachelor's degree in Information Technology, Computer Science, or related field.
* 7+ years of experience in SAP service management or a related role.
* Proven experience managing SAP systems (ECC, S/4HANA, etc.) and related services.
* Strong knowledge of ITIL practices and service management frameworks.
* Excellent communication, organizational, and leadership skills.
* Experience with vendor management.
* PMP, ITIL, or SAP certifications are a plus.
Preferred Skills:
* Familiarity with agile and DevOps principles.
* Ability to manage multi-site or global SAP operations.
* Experience in retail sector.
Why Join Us?
* Opportunity to work with cutting-edge SAP technologies.
* Supportive and inclusive company culture.
* Competitive salary and benefits package.
* Career growth and training opportunities.