IT Service Delivery Manager

Service Delivery Manager - IT Application Maintenance

Job Summary:

As the Service Delivery Manager you will be responsible for overseeing the delivery of high-quality SAP and non-SAP application maintenance services, with an application split of 60% SAP and 40% non-SAP. You will acts as a single point of contact between the company and external IT Service Integrators (SI) to drive and ensure adherence to all contractually bound KPIs. The manager will work closely with clients, internal teams, and vendors to ensure the smooth operation and continuous improvement of both SAP and non-SAP applications.

Key Responsibilities:

• Manage the IT landscape consisting of SAP, Microsoft, and other Enterprise Applications for AMS (Application Maintenance & Support) service delivery.
• Develop and maintain service delivery processes, procedures, and standards for both SAP and non-SAP applications.
• End-to-end accountability for managing the service delivery.
• Act as the primary point of contact for clients regarding SAP and non-SAP application maintenance services.
• Conduct regular service review meetings with clients to discuss performance, issues, and improvements.
• Drive and ensure adherence to all contractually bound KPIs with external IT SIs.
• Improve and execute all ITSM processes (Incident, Service Request, Change, Release, etc.) for the Enterprise Applications.
• Change and Release Management: Ensure changes are thoroughly tested and documented before deployment.
• Manage and lead a team of technical and functional support analysts towards the SLA targets.
• Manage relationships with external vendors providing SAP and non-SAP support and maintenance services.
• Coordinate with the 3rd party Application Management Service Desk (3rd line support).

Required Experience:

• Minimum of 7-10 years of experience in SAP and non-SAP application maintenance and support.
• Proven experience in a service delivery management role, preferably within a large organization.
• Minimum of 5 years of SAP service delivery experience.
• Strong understanding of SAP modules (e.g., SAP ERP, SAP S/4HANA) and related technologies.
• Familiarity with non-SAP applications and integration.

Contract Details

• Full-time 5 days per week
• Work location: West of Roosendaal, Netherlands – Hybrid working (2 days onsite, 3 days remote).
• Languages: English (preferably Dutch)
• Rate: market rate €/hr
• Start date: July