Senior / Lead Service Delivery Manager (SAP SDM) in Newcastle upon Tyne

The Role

At The Config Team, we don’t just deliver SAP services. We build long-term partnerships that genuinely make a difference. As we continue to strengthen our AMS capability, we’re looking for a Senior / Lead Service Delivery Manager to take ownership of service excellence across our customer portfolio and help shape the future of our managed services offering. This is a senior, visible role with real influence, ideal for someone who enjoys working with senior stakeholders, and wants to lead from the front helping mentor and develop lesser experienced SDMs.

As our Senior / Lead Service Delivery Manager, you’ll be the strategic heartbeat of our AMS customer relationships. You’ll ensure services are delivered flawlessly against SLAs, while continuously improving how we operate, scale, and innovate. You’ll work closely with Account Managers, Delivery Leads, consultants, and partners to ensure our customers feel confident, supported, and delighted, every step of the way. This role goes beyond operational excellence. You’ll help define service strategy, shape new offerings, lead major incidents, and drive continual improvement across AMS.

Key responsibilities

• Owning end-to-end service delivery for SAP AMS customers, ensuring SLAs, KPIs, and commercial targets are consistently met.
• Acting as the senior escalation point for major incidents, leading resolution and stakeholder communications through to closure.
• Building trusted, long-term relationships with customer and internal senior stakeholders.
• Leading ITIL-aligned processes across incident, problem, change, and service request management.
• Managing service risks, breaches, and improvement plans with confidence and commercial awareness.
• Producing and presenting service performance reports, insights, and recommendations to customers and internal leadership.
• Owning and leading customer transitions into AMS, ensuring smooth, well-governed onboarding.
• Driving continuous improvement of AMS services, processes, and methodologies.
• Contributing to and often leading the design of new service offerings, renewals, pricing, and SLAs.
• Supporting sales activity including RFP responses, customer presentations, and service proposals.
• Mentoring and supporting the wider delivery team, influencing resourcing and planning decisions.

Job requirements

You’re likely to be successful if you bring:

• Strong experience in SAP AMS / Managed Services service delivery.
• Proven leadership across complex support environments with multiple stakeholders.
• Solid working knowledge of ITIL-based service delivery, ideally with certification.
• Experience transitioning customers into SAP Managed Services.
• Confidence operating at senior stakeholder and leadership level.
• Excellent communication, relationship-building, and influencing skills.
• Strong commercial awareness with the ability to balance cost, value, and customer satisfaction.

Nice to have

• Background in an SAP consultancy environment.
• SAP certifications.

Our people are our greatest asset. We are dedicated to fostering an inclusive work environment built on trust, respect, and integrity, where everyone has the opportunity to succeed. We strive to create a workplace where all individuals feel welcome, safe, valued, and supported. We are committed to preventing discrimination of any kind and actively encourage applications from individuals of all backgrounds, including those from underrepresented groups. To ensure you can perform at your best during the hiring process, we are happy to accommodate any reasonable adjustments you may need.

If you’re an experienced Service Delivery leader ready to step into a senior, influential role where you can shape services, lead people, and delight customers, we’d love to hear from you! For a full job description or if you have any questions, please submit your CV.