ERP Service Delivery Manager - SAP (Finance IT)

Job summary

This role involves taking full ownership of SAP S/4 service delivery within a global context, focusing on vendor performance, ITIL maturity, and continuous improvement in a complex Finance ERP landscape. The position reports to the Director of Finance ERP and is part of the Finance ERP management team.

Qualifications

• Proven experience in service delivery and IT operations within complex IT environments.
• Strong background in vendor management and service delivery.
• Familiarity with ITIL processes (incident, problem, change).
• Experience in IT service management, preferably in a leadership role.
• Knowledge of IT security, compliance, and management reporting.
• Proficiency with tools such as ServiceNow and Jira.
• Fluent in English, both written and spoken.

Responsibilities

• Manage day-to-day service delivery in line with KPIs and SLAs.
• Drive continuous improvements using ITIL frameworks.
• Oversee vendor relationships and ensure delivery quality.
• Lead contract and vendor management activities.
• Serve as the primary contact for external partners and consultants.
• Facilitate collaboration among vendors, IT teams, and business stakeholders.
• Support structured project delivery across various stakeholders.
• Maintain high customer satisfaction and conduct service evaluations, including NPS.
• Contribute to the standardization and improved utilization of tools and processes.

Skills

• Strong analytical and process-oriented thinking.
• Ability to navigate complexity and manage multiple priorities.
• Excellent communication skills for effective stakeholder collaboration.

Education

• Relevant educational background in IT or related fields is preferred.

Tools

• Experience with ServiceNow and Jira.