SAP Service Delivery Manager

DXC • Full-time • Remote (Leeds, West Yorkshire, GB) • 1w ago

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.

Why DXC Technology?

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, single-customer engagement where you can genuinely make an impact and take real ownership of delivery. You’ll also benefit from the support of a well-established internal SAP practice, with deep functional, technical, and cloud expertise, alongside clear progression opportunities into senior delivery leadership or account management roles.

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.

If you're looking for a role where you can take ownership, make a visible impact, and grow your career within a supportive and forward-thinking organisation, we’d love to hear from you.