SAP Service Delivery Manager

Job Description

Join our team as our SAP Service Delivery Manager.

Hybrid with 1 day a week onsite in Yorkshire.

DXC Technology is continuing to invest in and grow its SAP Practice and is seeking an experienced SAP Service Delivery Manager to lead one of our most strategic customer engagements.

• Own end-to-end SAP service delivery for a strategic global customer.
• Maintain accountability for service performance, stability and customer satisfaction.
• Lead monthly, quarterly and executive governance reviews.
• Manage SLA and KPI performance and proactively identify service risks and improvement opportunities.
• Lead critical incident and escalation management activities.
• Drive continual service improvement initiatives.

• Act as the primary SAP service delivery lead and trusted advisor for a strategic customer account.
• Build and maintain strong relationships with senior business and IT stakeholders.
• Own customer governance, risk management and escalation resolution.
• Partner with Sales, Presales and Account teams to identify opportunities for service improvement and growth.
• Support contract renewals, service expansions and future SAP initiatives.
• Ensure service delivery remains aligned with the customer's evolving business objectives and SAP strategy.

• Lead AMS estimation, transition and takeover activities across multi-country and multi-geography environments.
• Establish transition governance, operational readiness plans and service acceptance criteria.
• Ensure successful knowledge transfer from programmes into managed services.
• Lead globally distributed delivery teams and drive effective collaboration between onsite and offshore resources.
• Manage delivery quality, performance and customer expectations across multiple time zones.

• Drive Financial Demand and Resource (FDR) management activities across the account.
• Identify opportunities for service expansion, optimisation and account growth.
• Work closely with Sales, Presales and Account teams to develop growth opportunities.
• Support customer presentations, business cases, proposals, renewals and expansion opportunities.
• Maintain awareness of contractual commitments, commercial risks and delivery obligations.

• Extensive experience leading SAP Managed Services and Service Delivery engagements.
• Strong experience managing offshore delivery teams across multiple geographies and time zones.
• Proven track record estimating, planning and transitioning SAP AMS takeover services.
• Demonstrated success managing senior stakeholder relationships and critical customer escalations.
• Strong experience operating within highly sensitive customer environments.
• Significant experience driving FDR management, commercial governance and account growth initiatives.
• Proven ability to collaborate effectively with Sales, Presales and Account Management teams.
• Deep practical experience supporting SAP S/4
  
  HANA environments and transformation programmes.
• Excellent communication, leadership and influencing skills.
• Strong commercial and customer-focused mindset.

• SAP S/4
  
  HANA Public Cloud experience.
• SAP Business Technology Platform (BTP) experience.
• ITIL Foundation or higher certification.
• Experience working within global system integrators or consulting organisations.
• Knowledge of SAP Cloud ALM, SAP Solution Manager and SAP for Me.
• Experience supporting customers through major outsourcing or transformation programmes.

You should expect to be onsite (Yorkshire area) with the customer one or two days a week on average, with increased presence during key periods such as go-lives, service transitions, or major incidents.

You’ll effectively become part of the customer’s extended organisation, so relationship-building and visibility on-site are just as important as delivery expertise.

At DXC, we believe in empowering our people to drive meaningful change. Our investment in our people, our customers, and operational excellence is what fuels our continued success. You’ll be part of a high-profile,…