At a Glance
- Tasks: Lead SAP service operations and ensure top-notch customer experiences.
- Company: Join a prestigious brand focused on technology and luxury service.
- Benefits: Competitive salary, learning opportunities, and global collaboration.
- Other info: Opportunity for ongoing development and involvement in critical incident management.
- Why this job: Make a real impact by shaping service delivery and building high-performing teams.
- Qualifications: Experience in SAP operations, incident management, and team leadership required.
The predicted salary is between 70000 - 90000 £ per year.
Location: London
Drive operational excellence behind world-class customer experiences. We are looking for an experienced SAP Operations Manager with a strong background in Service Delivery, Incident Management, and team leadership to join a prestigious brand. This is a high-impact role where you will take ownership of critical SAP platforms, ensuring stability, performance, and continuous improvement in a fast-paced, customer-centric environment.
In this role, you will lead the end-to-end service operations lifecycle, from incident response and problem management to continuous service optimisation. You'll play a key role in building and scaling high-performing teams, embedding best-in-class ITIL practices, and ensuring a consistently high level of service delivery across the organisation.
What You’ll Do
- Own SAP service operations, ensuring high availability and performance across Customer Data Cloud, Data Platform, Sales & Service Cloud, and Marketing Cloud (Emarsys)
- Lead service delivery and incident management, driving rapid resolution, root cause analysis, and continuous improvement
- Establish and optimise ITIL processes, including incident, problem, and change management
- Build, mentor, and grow a high-performing support and operations team, developing capability and driving engagement
- Drive operational resilience, managing releases, upgrades, and system improvements with minimal disruption
- Collaborate with internal stakeholders and business teams, ensuring technology enables exceptional customer experiences
- Manage third-party vendors and partners, holding them accountable for service quality and delivery standards
- Champion a proactive support model, shifting from reactive incident handling to predictive and preventative operations
What You’ll Bring
- Proven experience as an SAP Operations Manager / Service Delivery Manager within complex environments
- Strong expertise in incident management, service delivery, and ITIL frameworks
- Demonstrated ability to build, scale, and lead high-performing teams
- Experience driving continuous service improvement and operational excellence
- Strong stakeholder management, with the ability to bridge technical and business teams
- Familiarity with agile tools and delivery environments (e.g., Jira, Azure DevOps)
- Analytical mindset with a focus on performance metrics, SLAs, and service quality
Additional Information
- Involvement in out-of-hours incident management for critical issues
- Opportunity to work closely with global partners and vendors
- Ongoing investment in learning, development, and process maturity
Why Join?
Ready to lead service delivery, strengthen operations, and build exceptional teams? Join a business where technology, service excellence, and luxury customer experience intersect. You'll have the opportunity to shape service operations, build a high-performing function, and make a tangible impact on how customers engage with a globally recognised brand.
SAP Operations Manager – Service Delivery & Incident Management employer: Stott and May
Join a prestigious brand in London as an SAP Operations Manager, where you will drive operational excellence and enhance customer experiences in a dynamic, fast-paced environment. Our commitment to employee growth is reflected in ongoing investment in learning and development, while our collaborative work culture fosters innovation and high performance. With opportunities to lead high-performing teams and shape service operations, this role offers a meaningful and rewarding career path within a globally recognised organisation.
