Service Delivery Manager – EMS / AMS
EPI-USE
Location: United Kingdom (Remote)
THE ROLE
Due to continued growth, an opportunity has arisen for a Service Delivery Manager to join EPI-USE, operating across both Employee Managed Services (EMS) and Application Managed Services (AMS).
This role is responsible for the end-to-end service delivery of payroll BPO (EMS) and application support (AMS) services for clients using SAP Payroll and SAP SuccessFactors. You will act as the primary client interface, ensuring service excellence, governance, and continuous improvement across both service lines.
You will lead service reviews, manage SLA performance, and coordinate delivery across functional and technical teams, ensuring a seamless integration between payroll operations and application support.
KEY RESPONSIBILITIES
* Act as the primary point of contact for assigned clients across EMS and AMS services
* Manage end-to-end service delivery, ensuring alignment between payroll operations and application support
* Chair and prepare Service Review Meetings and Quarterly Business Reviews (QBRs)
* Monitor and report on SLA/KPI performance, driving corrective actions where required
* Ensure effective incident, problem, and change management processes (aligned to ITIL)
* Coordinate resources across payroll, consulting, and AMS support teams
* Proactively identify opportunities for service improvement and commercial growth
* Manage client expectations, risks, and escalations effectively
* Ensure compliance with GDPR, data security, and internal governance standards
REQUIREMENTS
Essential
* Minimum 5+ years’ experience in service delivery within a technology-enabled services environment (AMS, BPO, or SAP support)
* ITIL qualification (minimum Foundation) – mandatory
* Strong experience managing client-facing service delivery in a multi-client environment
* Proven experience working with SLA-driven support models
* Excellent stakeholder management and communication skills (written and verbal English – C1 or above)
* Ability to manage competing priorities and deliver to deadlines
* Strong problem-solving skills and attention to detail
* Experience working across both functional (business) and technical teams
Desirable
* Experience in SAP Payroll and/or SAP SuccessFactors (ECP, EC)
* Payroll domain knowledge
* Experience working in a combined AMS + BPO delivery model
* Advanced knowledge of Microsoft Excel
WHAT WE OFFER
* Fully remote working within the UK
* Structured career progression across EMS and AMS
* Exposure to global SAP payroll and HR environments
* Ongoing training and certification support
* Competitive benefits package including pension and healthcare
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