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. This is not a traditional SAP Service Delivery Manager position. We are looking for a senior SAP service Delivery lead who can act as the primary anchor for the account, combining service delivery excellence, executive client relationship management, commercial growth and SAP managed services leadership.

We're passionate about building diverse, inclusive teams and actively encourage applications from women, underrepresented groups, and neurodivergent candidates, with support and adjustments available throughout the hiring process. Working closely with DXC Sales, Presales, Account and Delivery teams, you will be responsible for establishing trusted customer relationships, ensuring successful managed service delivery, driving account growth opportunities and supporting the customer's long-term SAP strategy.

The customer operates a highly complex global SAP environment supporting multiple geographies and business-critical operations. As this represents the customer's first significant outsourcing engagement, the role requires an individual who can successfully navigate a highly sensitive environment whilst building confidence, trust and long-term strategic partnerships.

• 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…