Service Design Manager (SAP) | Fixed Term Contract to July 2027

Sunfish Online is recruiting a Service Design Manager to join a major enterprise SAP transformation programme delivered for one of our long-standing clients, a large UK engineering and manufacturing organisation.

This is a design led role at the centre of a complex, multi-year programme. You will own the end-to-end service model for a large enterprise technology solution that is being deployed in phases across multiple business units, making sure that what the programme builds is genuinely supportable once it goes live.

You will be employed directly by Sunfish Online on a fixed term basis and will report to one of our Programme Managers, working alongside the client’s technology, supplier and service management teams.

WHAT YOU WILL BE DOING

• Leading the development of the end to end service design for new and changed technology services
• Defining the target operating model, service ownership and accountability (RACI) and supporting governance structures
• Designing and documenting L1, L2 and L3 support models, with clear escalation routes and hand offs between internal teams and external suppliers
• Defining how service management processes will operate across the service, covering incident and fulfilment management, change, request management, service level management, operational process flows and continual improvement
• Mapping service interfaces and responsibilities across multiple technology towers, business units and suppliers
• Supporting service transition, operational readiness and service validation testing
• Identifying service design risks, gaps and dependencies, and driving them to resolution
• Making sure the service model is scalable and repeatable as the programme rolls out to further business units

• Substantial experience designing end to end services across the service lifecycle, in enterprise scale environments
• A track record of taking a service from design through transition into live operation
• Confidence bridging programme delivery, technical teams, third party suppliers, business stakeholders and operational service management
• Strong documentation and stakeholder management skills, with the ability to work independently in a remote setting
• Eligibility to work in the UK and to pass BPSS pre-employment screening

Desirable

• Service design experience within an SAP enterprise landscape
• Familiarity with SAP analytics and data technologies, particularly SAP Business Warehouse (BW), SAP Analytics Cloud (SAC) and SAP Data Services (DS)
• Experience of complex data integration and analytics or reporting services
• Experience in federated organisations, where technology and service responsibilities sit across multiple business units
• Experience designing services spanning both cloud (including SAP sovereign cloud) and on premise components
• Experience in heavily governed or regulated enterprise environments
• Experience of phased deployments, where a service model is established early then iterated and scaled, All appointments are subject to satisfactory pre-employment screening to the Baseline Personnel Security Standard (BPSS). This covers identity verification, right to work in the UK, three years of employment history and a check for unspent criminal convictions. No higher level of screening is required for this role. Sunfish Online will manage the process on appointment, and candidates who have not been screened to this standard before are not disadvantaged.

• Salary of £75,000 to £85,000 depending on experience
• Fixed term contract to July 2027, with a genuinely interesting programme behind it
• Fully remote working, with travel to site roughly once a month
• Company pension, holiday entitlement and access to our wider employee benefits package
• The chance to shape a service model from a blank page rather than inherit someone else’s