Sap Senior Service Delivery Manager

OverviewIn this role you drive service delivery for strategic, multi-country accounts, ensuring governance, performance, and financial health.You partner with cross-functional teams and senior stakeholders to optimize delivery and grow the business.You’ll lead governance forums, monitor KPIs, and manage risks to sustain high customer satisfaction.This is a high-impact role at a European leader enabling HR services at scale, with opportunities to shape service outcomes and customer success.Compensaciones / BeneficiosComprehensive training and development programsFlexible working schedulePrivate medical insurance 100% covered by SD Worx25 vacation days18 hours for personal mattersWorkation: up to 4 weeks abroad per yearResponsabilidadesServe as the primary service relationship owner for strategic multi-country customersLead customer governance via operational reviews, quarterly business reviews, and steering committeesMonitor service performance against KPIs and SLAs across countriesOversee overall health of customer engagements and align delivery with contractual commitmentsCollaborate with Service Managers and delivery teams for day-to-day executionManage escalations, risks, and service-improvement initiatives across countriesMonitor financial performance including revenue, profitability, forecasting, and budgetingIdentify opportunities for service optimization, innovation, and growth while supporting account developmentRequisitos principales7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services5+ years in client-facing rolesProven experience managing complex enterprise, multi-country relationshipsStrong background in Service Delivery Management, Customer Success, or OutsourcingExperience leading executive governance forums and steering committeesSolid understanding of SLA, KPI, and contractual governanceExperience with financial performance, forecasting, revenue, and budgeting discussionsStrong stakeholder management across customer, operational, commercial, and executive audiencesExperience in matrix and international delivery organizationsExcellent communication, negotiation, and influencing skillsFluent English; additional European languages are advantageousGood understanding of HR and payroll technical landscapesCommunicationNegotiationInfluencingSLA/KPI managementContractual governanceService governance frameworks

Requisitos principales7+ years of experience in HR, Payroll, HCM, BPO, or Managed Services 5+ years in client-facing roles Proven experience managing complex enterprise, multi-country relationships Strong background in Service Delivery Management, Customer Success, or Outsourcing Experience leading executive governance forums and steering committees Solid understanding of SLA, KPI, and contractual governance Experience with financial performance, forecasting, revenue, and budgeting discussions Strong stakeholder management across customer, operational, commercial, and executive audiences Experience in matrix and international delivery organizations Excellent communication, negotiation, and influencing skills Fluent English; additional European languages are advantageous Good understanding of HR and payroll technical landscapes Communication Negotiation Influencing SLA/KPI management Contractual governance Service governance frameworks