Job Description:
DXC Technology continues to grow our SAP Practice and we’re looking for an experienced SAP Service Delivery Manager to join us. 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.
As our SAP Service Delivery Manager, you’ll take full ownership of service delivery for a single, strategic customer. This is not a portfolio role — you’ll be fully dedicated to one account, embedded within the customer’s environment and working closely with their team day to day.
The customer operates a global business on a single SAP platform. That system supports multiple countries, time zones, and business-critical processes, so delivery really matters. You’ll need to be comfortable switching between conversations with senior executives and deep operational discussions with architects and delivery teams.
You’ll be the customer’s go‑to person for everything related to SAP service delivery: performance, stability, improvements, and escalation. A large proportion of delivery is handled by offshore teams, so a big part of the role is successfully bridging that model with a demanding, on‑site customer — setting expectations, maintaining quality, and keeping trust high.
What You’ll Be Doing
Service Management
- Own the day‑to‑day service relationship for a single SAP account
- Run monthly and quarterly service reviews, clearly presenting performance and driving actions through to closure
- Track SLAs and KPIs, spotting trends early and addressing issues before they become problems
- Manage incidents and escalations end to end — coordinating multiple teams, keeping the customer informed, and restoring service quickly
- Keep service documentation up to date, including service catalogues, operating procedures, and risk registers
Customer Relationship
- Build strong relationships across the customer organisation, from operational leads to senior leadership
- Turn customer priorities into clear, actionable inputs for delivery teams
- Identify risks to service quality or customer satisfaction early and put practical mitigations in place
- Act as a strong internal advocate for the customer, while still holding delivery teams accountable
Delivery Oversight
- Lead the transition from project delivery into live support — ensuring knowledge transfer is effective, entry criteria are met, and the service model is genuinely ready
- Be the main interface between the customer and offshore delivery teams, translating requirements clearly and managing expectations on both sides
- Navigate the realities of a distributed delivery model: time zones, communication rhythms, and quality control without direct line of sight
- Play an active role in change management, assessing service impact and ensuring customers are fully informed
- Drive continual service improvement — spotting opportunities to improve quality, efficiency, or cost and helping turn ideas into action
Commercial Awareness
- Understand the commercial setup of the engagement and flag risks to scope or margin early
- Support contract renewals and extensions by maintaining a clear view of performance and customer sentiment
- Identify growth opportunities and pass them to the account team with meaningful context
What We’re Looking For
Proven track record in SAP service delivery or managed services, with a solid understanding of how SAP support operations work in practice
- Hands‑on experience transitioning SAP projects into BAU support — you know what good looks like and how to protect the customer during handover
- Experience supporting global SAP environments running on a single instance, with a clear understanding of cross‑country impact, data governance, and change risk
- Proven experience working with offshore delivery teams, managing quality and performance across time zones
- A track record of managing senior customer relationships and handling difficult or high‑pressure conversations professionally
- Good understanding of SAP landscapes (ECC or S/4HANA), common integration patterns, and the difference between functional, technical, and Basis issues
- Experience owning SLAs, running service reviews, and reporting on performance with credibility
- Calm and confident when things go wrong — you can own an escalation and communicate clearly
- Strong commercial awareness, including contracts, scope, and cost
Nice to Have
- ITIL Foundation (or higher)
- Experience with S/4HANA Public Cloud and/or SAP BTP
- Background in consulting or a systems integrator
- Familiarity with SAP support tools such as SAP for Me, Cloud ALM, or Solution Manager
Working Pattern
This is a hybrid role, but it leans heavily toward being on‑site. You should expect to be with the customer three or more 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.
Benefits
In addition, DXC offers a competitive salary, bonus, and a flexible benefits package designed to support you both professionally and personally — including pension, private medical cover, and wellbeing programmes.
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