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- Tasks: Lead SAP service delivery for a luxury fashion brand, ensuring seamless operations and support.
- Company: Join a prestigious luxury fashion retail brand with a focus on innovation.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a significant impact in the luxury retail sector while driving technological advancements.
- Qualifications: 15+ years in service delivery, with expertise in SAP Retail and leadership skills.
- Other info: Dynamic work environment with a focus on collaboration and excellence.
The predicted salary is between 54000 - 84000 £ per year.
We are seeking a seasoned Service Delivery Manager (SDM) to lead a high-scale SAP landscape for a luxury fashion retail brand, spanning end-to-end application development, enhancements, and 24x7 application support. The SDM will own service delivery outcomes, orchestrate multi-vendor teams, drive platform modernization, ensure process excellence, and maintain robust business continuity for core retail processes such as merchandise buying, allocation, pricing, promotions, inventory, omni-channel operations, and financial close.
Key Responsibilities
- Service Delivery & Operations
- Own end-to-end service delivery (incident, problem, change, release, environment, knowledge) across development and support.
- Establish and enforce SLAs/OLAs, SLOs, Runbooks, KT plans, and Operational Level Agreements across vendors/teams.
- Drive root cause analysis (RCA) and permanent fixes; improve MTTR, reduce repeat incidents, optimize backlog.
- Govern batch, jobs, and interfaces (e.g., POS, eComm, WMS), ensuring cutover readiness and seasonal peak stability.
- Program & Stakeholder Management
- Act as single point of contact (SPOC) for Business, IT, Finance, Retail Ops, and regional teams.
- Run weekly/monthly governance (release readiness, demand management).
- Translate business priorities into delivery roadmaps, release plans, and capacity forecasts.
- Financials & Commercials
- Own budgets, forecasts, SOWs/MSAs, resource planning, and cost optimization.
- Track financial KPIs (burn-rate, cost per ticket/change, productivity, value realization) and ensure contract compliance.
- Engineering & Platform Modernization
- Champion automation (self-healing, AIOps, monitoring), CI/CD, test automation, and reusable accelerators.
- Lead CAR adoption (real-time sales, inventory visibility, POS integration), API-first integrations, and data quality improvements.
- Guide solutioning across SAP AFS, Retail Pricing/Promotions, FICO (GL, AP/AR, Asset Accounting, COPA), and cross-module touchpoints.
- People Leadership
- Build, coach, and retain a high-performing functional + technical team (SAP Retail/AFS/FICO, integration, ABAP).
- Establish L3 expertise, shift models, and follow-the-sun support for global operations.
Mandatory Skills & Experience
- SAP Retail: End-to-end retail processes (MM/SD), buying, allocation, pricing, promotions, store operations, inventory, vendor collaboration.
- SAP AFS (Apparel & Footwear): Size/color matrix, seasonality, collections, allocation, replenishment specifics for fashion.
- SAP FICO: Financial close, AP/AR, GL, asset accounting, costing, COPA; integration with retail operations.
- Service Delivery Leadership: 15+ years, with at least 8–10 years managing large SAP programs (multi-region, multi-vendor).
- Operations Excellence: ITIL v3/v4, incident/problem/change management, RCA, Release/Environment Management.
- Retail Domain Expertise: Luxury fashion calendar cycles, markdowns, promotions, product lifecycle, peak events, omni-channel.
- Governance & Commercials: Budget ownership, vendor management, KPIs/SLAs, contractual adherence.
Preferred Skills
- SAP CAR (Customer Activity Repository): Real-time transactions, POS, forecasting, inventory visibility.
- ABAP: Ability to guide technical teams, review designs/estimates, ensure performance and code quality (no hands-on coding required).
- Enterprise Apps & Integrations: POS/OMS/eCommerce/WMS, API/Middleware (SAP PO/PI, CPI), microservices integration patterns.
- DevOps/AIOps: CI/CD pipelines for SAP transports, observability, proactive monitoring, automation.
- Analytics/Reporting: BI/BO, SAC, dashboarding for operational KPIs and business insights.
- Cloud & Infra Awareness: Hyperscaler hosting, DR/BCP, performance/scalability considerations.
Key Competencies (Behavioral)
- Executive Communication: Clear, structured updates to C-suite and senior stakeholders.
- Outcome Orientation: Bias for measurable results; balances Run stability with Change velocity.
- Ownership & Accountability: Escalation management, crisis leadership during peak seasons.
- Collaboration: Navigates multi-vendor dynamics; fosters trust with business teams.
- Adaptability: Responds quickly to retail calendar shifts and market priorities.
Education & Certifications
- Bachelor's/Master's in Engineering/Technology/Business (or equivalent).
- Preferred: ITIL v4, SAP certifications in Retail/AFS/FICO/CAR, PMP/Prince2, SAFE/Agile certifications.
Service Delivery Manager- SAP Retail in London employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Delivery Manager- SAP Retail in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their SAP landscape and how you can contribute to their luxury fashion retail brand. Tailor your responses to show how your experience aligns with their needs.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or use online platforms. Focus on articulating your service delivery expertise and how you've driven operational excellence in past roles.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Service Delivery Manager- SAP Retail in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Service Delivery Manager role. Highlight your experience with SAP Retail and any relevant projects you've led. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're the perfect fit for this role. Share specific examples of your achievements in service delivery and how you’ve driven results in previous positions.
Showcase Your Leadership Skills: As a Service Delivery Manager, leadership is key. In your application, emphasise your experience in building and coaching teams, and how you've successfully managed multi-vendor environments. We love seeing strong leadership stories!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us you’re keen on joining the StudySmarter team!
How to prepare for a job interview at HCLTech
✨Know Your SAP Inside Out
Make sure you brush up on your knowledge of SAP Retail, AFS, and FICO. Be ready to discuss specific processes like merchandise buying and inventory management, as well as how you've handled service delivery in the past. This will show that you understand the core responsibilities of the role.
✨Demonstrate Leadership Skills
Prepare examples that showcase your experience in leading multi-vendor teams and managing large SAP programmes. Highlight your ability to build and coach high-performing teams, as this is crucial for the Service Delivery Manager position. Use the STAR method to structure your responses.
✨Showcase Your Problem-Solving Abilities
Be ready to discuss how you've driven root cause analysis and implemented permanent fixes in previous roles. Share specific instances where you've optimised processes or reduced incident rates, as this aligns with the expectations for improving MTTR and managing SLAs.
✨Communicate Effectively
Practice articulating complex ideas clearly and concisely, especially when it comes to executive communication. You’ll need to convey updates to senior stakeholders, so being able to present information in a structured manner will set you apart from other candidates.