SAP Service Delivery Manager

£70,000 - £80,000 per year

London, United Kingdom

Full-time



Keytree is currently recruiting a SAP Service Delivery Manager to join their expanding  Managed Services Capability. You will play a vital role in creating long-term healthy service- provider/customer relationships, acting as the bridge between the client and our operational delivery teams within the SAP space. As part of the role you will be responsible for governance across all areas of client services including service management, financial management, incident/change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery.

There will be a requirement to be part of the 24/7 service provision and to be periodically “on-call” to assist in support of client critical incidents as the need arises.

Key Responsibilities:
  • Building a personal relationship with key clients and internal stakeholders 

  • Successful service delivery – SLA/KPI achievement and high level of customer satisfaction 

  • Monitoring overall performance of services, particularly financial management.
  • Good communication skills; ability to manage difficult issues and create opportunities.
  • Collaborating closely with senior management, specifically Account Executives, on client account management and growth

  • Ensuring operational and development teams are aware of day to day requirements & priorities. 

  • Service Delivery management including managing service reviews and continuous improvement initiatives.
  • Service reporting and sponsoring service delivery meetings 

  • Resource Management; Managing day to day resource requirements from the overall Managed Service Resource pool.
  • Removing all obstacles to customer satisfaction and / or financial performance 

  • Communicating across organisational boundaries – from developers through to senior managers 

  • 3rd party management responsibilities 

  • Looking out for client and Keytree long-term interests 

  • Support other operational managers and technical leads in contributing to the overall performance of the Managed Services Line or Business. 

  • Experience in establishing and using best practices.
The above responsibilities are indicative of the work required and should not be seen as an exhaustive list. 

Essential Skills:
  • Managed SAP clients as a Service Delivery Manager
  • Minimum 10 years relevant work experience Technical background ideally within Managed Services and IT industry
  • Knowledge of the following – Service Delivery and Management, ITIL standards and methodologies.
  • Agile Development, Dev Ops, release management,
  • Strong experience of JIRA toolset including JIRA Service Desk or Eqivalent.
  • Solid P&L experience £1M upwards.
  • Excellent documentation skills and attention to detail. Ability to deliver technical presentations competently.
  • Must be commercially aware, able to identify & effectively communicate commercial opportunities
  • Able to produce and deliver relevant and effective training as needed.
  • Excellent written and verbal communication skills; good team player; highly motivated self starter; good relationship builder with strong diplomacy skills
  • Must aspire to a culture of service excellence, always putting the customer, our people and our business at the centre of everything they do.
  • Able to understand and deliver services which are provided on a 24x7x365 basis.
  • Must be able to work proactively and under pressure.
  • Must have or be able to obtain full SC clearance.
  • Full driving licence Willingness to travel (possibly internationally) and overnight when the role demands.
Desirable skills
  • CITP, or CIM, or other professional body qualification such as ITIL v3 Practioner.
  • Managed SAP S4HANA clients.
Keytree offers a really strong team ethos and excellent opportunities for professional development. The successful candidate will possess excellent communication skills, be used to working to deadlines, will be enthusiastic and both a self-starter and a team player.

The role is based in our Central London Head Office with frequent travel to client sites.

Company Information

Keytree helps companies become leaner, faster and more agile with our award-winning team of SAP experts and beautifully designed applications. The way we work sets us apart. Our multi-disciplined teams are built on a foundation of communications and accountability. We are driven by innovation and a passion for design and great user experience.

An international award-winning design and technology consultancy and product developer. Keytree helps companies become leaner, faster and more agile with our award-winning team of SAP experts and beautifully-designed applications. The way we work sets us apart. Our multi-disciplined teams are built on a foundation of communications and accountability. We are driven by innovation and a passion for design and great user experience.