DXC Technology continues to grow our SAP Practice and are looking for an experienced SAP Service Delivery Manager to join us. We are 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 will take full ownership of service delivery for a single, strategic customer. This is not a portfolio role; you will 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 supports multiple countries, time zones, and business-critical processes, so delivery really matters.
You will need to be comfortable switching between conversations with senior executives and deep operational discussions with architects and delivery teams. You will 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 Will 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 Are 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 will 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 will be part of a high-profile, single-customer engagement where you can genuinely make an impact and take real ownership of delivery. You will 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 would love to hear from you.
Locations
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in SAP service delivery. We want to see how your skills align with the specific requirements of the role, so don’t hold back on showcasing your relevant achievements!
Showcase Your Relationship-Building Skills:Since this role involves managing customer relationships, it’s crucial to demonstrate your ability to build strong connections. Share examples of how you've successfully navigated high-pressure conversations or managed senior stakeholders in your previous roles.
Be Clear and Concise:When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and ensure your key points stand out. This will help us quickly understand your fit for the role!
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it makes the whole process smoother for everyone involved!
How to prepare for a job interview at DXC
✨Know Your SAP Inside Out
Make sure you brush up on your knowledge of SAP landscapes, especially ECC and S/4HANA. Be ready to discuss how these systems operate in a global environment and the common integration patterns. This will show that you understand the technical side of service delivery.
✨Master the Art of Communication
Since you'll be liaising with both senior executives and operational teams, practice articulating complex ideas clearly and concisely. Prepare examples of how you've successfully managed high-pressure conversations or escalations in the past, as this will demonstrate your ability to handle challenging situations.
✨Build Relationships Before You Need Them
Start thinking about how you can establish rapport with potential colleagues and stakeholders during the interview. Share experiences where you've built strong relationships in previous roles, especially with offshore teams, as this is crucial for bridging communication gaps.
✨Showcase Your Problem-Solving Skills
Be prepared to discuss specific instances where you've identified risks to service quality or customer satisfaction and how you mitigated those risks. Highlight your proactive approach to service improvement and your understanding of SLAs and KPIs, as this will resonate well with the role's requirements.
