SAP Global SDM Lead

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SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

About the role:

We are seeking an experienced Service Delivery Manager Lead with expertise in SAP to oversee and lead a team of Service Delivery Managers (SDMs). This role will be instrumental in managing service delivery excellence, aligning SAP operations with business objectives, and ensuring customer satisfaction through effective team leadership, process optimization, and strategic delivery.

What do we have to offer?

• A dynamic environment: flexible working hours and working from home – everything is negotiable!
• Medical insurance fully paid by SD Worx for you and two dependents (upgrades available)
• 22+3 holiday days
• Reduced summer hours
• Transport, internet, and mobile allowances (more information available during the interview)
• Edenred flexible retribution options: meal vouchers, transport vouchers
• Medical coverage, including mental health support
• Remote work allowance
• Personal time off
• Laptop and equipment provided
• Workation: possibility to work from any SD Worx location (4 weeks per year, EU only)
• Referral program
• Language courses
• Training bonus
• Learning opportunities: through an individual development plan and professional training
• Career growth: whether you want to become more of an expert in your field or want to expand your knowledge more horizontally, there is always room to grow within SD Worx!
• All leaves are granted as from day 1!

Which tasks can you expect?

1. Leadership and Team Management
   • Lead, mentor, and manage a team of Service Delivery Managers, ensuring alignment with organizational goals.
   • Provide guidance on SAP service delivery processes and best practices, in coordination with the AMS lead.
   • Conduct regular performance reviews, provide feedback, and develop professional growth plans for team members.
   • Address any staffing requirement to staffing management/Tribe Leads.
   • Identify skills and expertise needs.
2. Service Delivery Oversight
   • Oversee end-to-end SAP service delivery to ensure adherence to service level agreements (SLAs) and key performance indicators (KPIs).
   • Act as an escalation point for critical service delivery issues, coordinating resolutions across teams.
   • Monitor and manage team performance to achieve consistent delivery excellence.
3. Stakeholder Management
   • Build and maintain strong relationships with key business stakeholders, ensuring alignment between SAP service delivery and business objectives.
   • Serve as the primary liaison between the service delivery team and senior leadership.
   • Provide regular updates on delivery performance, risks, and improvement initiatives.
4. Scope Management
   • Lead governance and oversight for all MPS (if applicable) & AM & Technical Services.
   • Assuring SLA’s, timelines and SoW are covered.
   • Direct tasks and work packages internally.
   • Escalation point for clients and internal teams.
   • Identify out of scope tasks and move them into the CR process.
   • CR and Opportunity Management.
   • Ensure go-live readiness for new clients with project manager.
   • Support project hyper care.
5. Client Financial Management
   • Responsible for client financial management as contracted and additional services:
   • Actuals (invoicing, accruals).
   • Costs (planned costs).
   • Manages 3rd party invoices and approves them.

What do you have to offer?

• At least 5+ years as a Senior/Lead Service Delivery Manager.
• Extensive experience within International environment.

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.