SAP Service Deliver Man - MAR 19 - SAP Service Delivery Manager

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Posted: 14/03/2019 10:50
Start Date: Not Available
Salary: Competitive Salary
Location: UK
Level: Technical
Deadline: 31/05/2019 23:59
Hours: 40.00
Benefits: Competitive package
Job Type: Full Time

About Us

We Collaborate. We Challenge. We Deliver.

AgilityWorks adopts a collaborative approach to help leading international organisations to shape and deliver digital transformation with SAP technology. Our clients expect us to advise, challenge and consult throughout the engagement, from the formation of strategy and provision of licences, to solution delivery and support services.

Since 2007 we have built an enviable reputation for taking a fresh approach to delivering complex projects at scale, by combining top-tier consulting quality with the passion and focus of a specialist services provider. We combine the latest thinking on methodology with a combination of SAP Best Practice and AgilityWorks accelerators to achieve rapid realisation of better outcomes, offering our clients a thoroughly modern SAP services model designed for the era of digital applications and hybrid cloud architecture.

Agility is more than part of our name, it is at the very core of the way we do business and the value that we deliver to our clients.

Role Overview

The Service Delivery Manager will be expected to perform day to day management of a designated support customer base which may include a number of customers from differing industry sectors. The Service Delivery Manager will help ensure customer service at the highest level, managing the onboarding process, providing a regular on-site presence, helping the customer plan for the future, building and enhancing relationships with the customers and acting as a primary point of contact, responding to escalations, concerns and resolving service issues.  This role includes an opportunity to identify and increase support related services within the designated customer base.

Primary Aim of Role

Be visible and accessible to multiple customers owning the service management contractual deliverables and the client relationship to increase client satisfaction and to act as the primary point of contact for assigned clients for service management reporting, reviews, SAP roadmap planning, management of day to day concerns and issues. Identify opportunities to develop and expand the SAP support services.  Develop the client’s support services and work with the relevant AgilityWorks Client Director to pass on opportunities that may create enable the upselling of SAP projects into the client.

 Key Responsibilities

 Service Delivery

  • Ensure the support service is managed and delivered within appropriate SLA’s
  • Prepare customer facing reports, presentations and other documentation
  • Lead the transition process to onboard new support customers into AgilityWorks and ensure associated documentation is completed to a high standard
  • Become the primary owner of service management related customer documentation
  • Participate in regular onsite and offsite service delivery meetings with clients, as required
  • Liaise with internal SAP support teams to help ensure incidents and other requests are progressed in line with contracted SLAs
  • Escalate issues and resource conflicts to SAP Support Operations Director and others as required
  • Manage and coordinate customer support change requests and change management processes
  • Support both the internal and customer change management process – from the review and submission of estimates, through to supporting customer change review boards through to the successful implementation and formal closure of changes
  • Support the AgilityWorks Client Manager in communicating the latest developments / functionality from SAP that may be of relevance to them
  • Help manage and coordinate out of hours escalations and team actions
  • Drive and participate in major incident and problem management including root cause analysis tasks
  • Implement and action an approach to continuous improvement within our Service Delivery model
  • Ensure AgilityWorks deliverables are clear and fully understood by the customer

 Commercial Management

  • Help ensure efficient support processes are provided to the client, in line with AgilityWorks SLAs and objectives
  • Identify opportunities within designated support customer base to expand the existing support service
  • Assist with helping to progress support bids for new clients if requested

Stakeholder Management

  • Build and maintain excellent working relationship with key client contacts
  • Manage, contribute to and attend regular client service review meeting
  • Ensure high visibility and accessibility at all times with a ‘no concern too small’ approach


  • Attend service review meetings ensuring high client satisfaction feedback
  • If below average, work with the Operations Manager and Support Services Director to identify why and implement a Service Improvement plan to raise satisfaction
  • Manage customer complaints in accordance with AgilityWorks policies

Monthly Meetings

  • Attend regular scheduled ‘One to One’ meetings with AgilityWorks management team
  • Produce monthly reporting / dashboard as agreed
  • Own and manage actions, where assigned


  • Undertake any other reasonable duty as requested by the AgilityWorks SAP Support Management Tea
  • Assist other internal teams to ensure process consistency and to identify areas of process improvement

Essential Skills and Competencies

  • Previous service delivery/account management experience in an IT or more preferably an SAP environment
  • Possess a demonstrable high-level understanding of core SAP systems and their primary functions
  • Excellent communication skills (oral and written)
  • Technically minded with strong IT skills, proficient in MS Office (including PowerPoint)
  • Strong analytical skills with an attention to detail
  • Excellent relationship building skills
  • Previous experience of working in an ITIL environment would be advantageous
  • Previous experience of managing transition of support services into steady state support
  • Expertise of working in support environments with multi-vendor arrangement

Person Specification

  • Self-motivated, good communicator and capable of working on their own
  • Driven, flexible and adaptable in a dynamic and fast changing environment with a desire to succeed
  • Strong interpersonal skills and a team player with a positive 'can do' attitude and 'right 1st time' mentality
  • Ability to manage multiple priorities under pressure whilst maintaining attention to detail
  • Desire to learn and keep up to date with market trends
  • Creative approach to problem solving


  • Car driver / owner and a willingness to be flexible to work in different UK locations including overnight stays, as well as occasional travel within Europe.
  • This role has a flexible base location with some home-based working possible

Our Values

We deliver success through collaboration, expertise and agility.
We innovate with passion, creativity and determination.
We champion continuous improvement in people and process.
We are empowered individually, yet strong together.

Our values and our culture are what makes us different. We support our people and we work hard together to foster a culture we are all proud of through these core values.

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