Careers

SAP Service Delivery Manager

Role Overview

The Service Delivery Manager (SDM) at EPI-USE is responsible for ensuring the successful delivery of high-quality SAP and EPI-USE services to clients. This role acts as the primary point of accountability for service performance, client satisfaction, and operational excellence across assigned accounts. The SDM works closely with clients, delivery teams, and internal stakeholders to ensure services meet agreed service levels, contractual commitments, and business objectives.

Key Responsibilities

Service Delivery & Operations

• Own end-to-end service delivery for assigned clients, ensuring services are delivered in line with SLAs, KPIs, and contractual agreements.
• Monitor service performance, proactively identify risks, and drive continuous service improvement.
• Manage incident, problem, and change processes to ensure timely resolution and minimal business disruption.
• Ensure adherence to ITIL-based service management practices.

Client Relationship Management

• Act as the primary point of contact for clients on all service delivery matters.
• Build strong, trusted relationships with client stakeholders at operational and senior levels.
• Lead regular service review meetings, including performance reporting, trend analysis, and improvement plans.
• Manage client expectations and ensure high levels of customer satisfaction.

Team & Stakeholder Collaboration

• Coordinate cross-functional delivery teams, including SAP consultants, technical teams, and support resources.
• Work closely with sales, account management, and project teams to support renewals, upsell opportunities, and transitions from project to support.
• Escalate and manage issues effectively across internal and external stakeholders.

Governance, Reporting & Financial Oversight

• Produce and present accurate service reports covering SLA performance, incidents, risks, and improvements.
• Support contract management, renewals, and service scope discussions.
• Monitor service costs and resource utilization to ensure efficient and profitable service delivery.

Continuous Improvement

• Identify opportunities to improve service processes, tools, and customer experience.
• Drive service optimization initiatives aligned with EPI-USE best practices and client needs.
• Support audits, compliance requirements, and quality assurance activities.

Required Skills & Experience

Essential

• Proven experience in a Service Delivery Manager or similar role within IT services or managed services.
• Strong understanding of SAP environments and enterprise applications (HR, HCM, or ERP experience a must).
• Solid knowledge of Information Technology service management frameworks/practices.
• Excellent client-facing, communication, and stakeholder management skills.
• Strong problem-solving, organizational, and decision-making abilities.

Desirable

• ITIL certification (Foundation or higher).
• Experience working in a global or multi-client service delivery environment.
• Exposure to EPI-USE solutions and SAP SuccessFactors.
• Financial and commercial awareness in managed services contracts.

Personal Attributes

• Customer-focused with a proactive, solution-oriented mindset.
• Calm under pressure and able to manage multiple priorities effectively.
• Collaborative team player with strong leadership and influencing skills.
• Detail-oriented while maintaining a strategic, big-picture perspective.

What EPI-USE Offers

• Opportunity to work with a global leader in SAP and HR solutions.
• Collaborative, values-driven culture with a strong focus on people.
• Career growth and professional development opportunities.
• Competitive compensation and benefits.

About EPI-USE

EPI-USE is part of Group Elephant, which employs more than 4,200 people worldwide. Best known as the world's largest and most experienced independent SAP HR/Payroll specialist, designing, building, and implementing Cloud-based, hybrid and on-premises HR/Payroll systems for large, complex multinational corporations, EPI-USE has recently emerged as a leader in deploying SAP's S/4HANA Finance applications across several industries, with the proprietary 'S/4 FastTrack' program designed for Higher Education institutions in the USA.