SAP Service Delivery Manager (M/F)

Your Day-to-Day Responsibilities

Reporting to the Service Center, you are responsible for the quality, compliance, and performance of SAP services delivered to clients, as well as the associated governance framework.

As the client’s primary point of contact, you lead the SAP service delivery, coordinate internal teams (consultants, support teams, technical experts), and ensure compliance with contractual commitments and service levels.

As an experienced SAP Consultant, you are also able to contribute directly to SAP delivery activities, both in RUN operations and on expert or continuous improvement topics, supporting teams and clients as needed.

Your responsibilities

• Taking full ownership of SAP service delivery for one or more clients, in line with contractual commitments, service levels, and quality requirements.
• Acting as the main client interface for the SAP RUN scope, covering governance, performance monitoring, risk management, prioritization, and decision‑making.
• Managing service quality (SLAs/KPIs), analysing performance, and defining continuous improvement action plans in collaboration with delivery teams.
• Overseeing the management of major incidents, recurring issues, and client escalations through to resolution.
• As an experienced SAP Consultant, being able to directly deliver all or part of SAP services (advanced support, expert activities, continuous improvement initiatives).
• Producing and presenting service reporting to clients.
• Working closely with the SAP Practice Lead and Resource Manager to ensure alignment between workload, skills, and client commitments.
• Contributing to the continuous improvement of SAP delivery and governance processes within the Service Center.

Qualifications

• Master’s degree (Bac+5 or equivalent) in Computer Science, Information Systems, or Engineering.
• Proven experience (ideally 5+ years) in IT service delivery and service management, preferably within a consulting firm or IT services company, with strong exposure to SAP environments.
• Dual expertise in Service Delivery Management and SAP Consulting , enabling both governance and direct contribution to SAP delivery activities.
• Solid experience in SAP service governance, including SLA/KPI management, steering committees, continuous improvement plans, and coordination of multiple stakeholders.
• Strong knowledge of SAP environments (ECC and/or S/4HANA) and application support processes: incident, problem, request, and change management.
• Hands‑on SAP consulting experience in one or more functional or technical domains.
• Excellent communication skills with the ability to synthesize information, lead client governance meetings, and effectively manage sensitive situations and escalations.

Location

Position based in Paris – 17th arrondissement.

All our positions are open to applicants with disabilities.