Senior Service Delivery Manager

Do you enjoy running business-critical services and growing customer relationships? We do. We’re looking for a Senior Service Delivery Manager to join Vincit and take end-to-end ownership of some of our most demanding continuous services within our SAP and Data & Analytics business. In this role, you’ll combine service delivery, customer leadership, commercial ownership, and financial responsibility. You’ll work with customers whose core business relies on SAP environments such as S/4HANA, SAP BTP, integrations, and the data platforms around them. You know you’ve succeeded when the service runs reliably, the customer trusts you, the team knows what is expected of them, and the customer relationship continues to grow. What is the job like, really? 🤔 As a Senior Service Delivery Manager, you’ll be the Delivery Lead for your customers’ continuous services and their key contact for everything delivery-related. You’ll take ownership of the bigger picture: service quality, customer satisfaction, financial performance, staffing, risks, and how the service develops over time. Your customers may have several parallel deliveries, multiple vendors, and business-critical systems, so you need to be comfortable keeping complex environments under control without losing sight of what matters most to the customer. This is also a commercial role. You’ll identify opportunities within existing customer relationships, shape additional work, and take part in renewals, extensions, pricing, and contract negotiations together with sales. You won’t have line-management responsibility, but you’ll lead the service team in a matrix organisation and work closely with capability leads to make sure the right people and skills are in place. At senior level, you’ll also support other Service Delivery Managers and help us continuously improve how we run services at Vincit. Here’s a snapshot of your key responsibilities: 💫 Service delivery & customer satisfaction – Own business-critical continuous services end to end, ensuring stable operations and agreed service levels, KPIs, and commitments. 💫 Customer partnership & governance – Build trusted relationships with senior customer stakeholders, lead service governance meetings, manage expectations, and coordinate across customers, vendors, and Vincit teams. 💫 Commercial growth – Identify customer needs and opportunities, scope additional work, and take ownership of renewals, extensions, offers, and commercial negotiations together with sales. 💫 Financial ownership – Forecast, bill, and manage the profitability of services combining fixed-price and time-and-materials work, while keeping scope and change requests under control. 💫 Team & competence planning – Plan staffing and competence needs together with capability leads and make sure the service has the right skills to meet its commitments. 💫 Incidents, risks & compliance – Act as the senior escalation point when needed, lead customer communication during critical incidents, and ensure services meet agreed information security and compliance requirements. 💫 Transitions & continual improvement – Lead transitions into continuous service, improve service operations and automation, and explore how AI can support better and more efficient ways of working. 💫 Mentoring & service development – Support other Service Delivery Managers and contribute your own ideas to the Vincit Way, our shared approach to delivering and continuously improving services. What are we looking for? You’ll do well in this role if you enjoy having broad ownership and are comfortable balancing operational, commercial, financial, and customer perspectives. You know what well-run continuous services look like, but you’re not someone who simply maintains the status quo. You spot risks early, identify opportunities to improve or grow the service, and are comfortable having both easy and difficult conversations with customers. You also understand that business-critical services don’t always go according to plan. When incidents or difficult situations arise, you can stay calm, create clarity, communicate openly with the customer, and make sure the underlying issue is properly resolved. Experience and skills we value 🎯 5+ years of experience running IT services, managed services, or other continuous technology services, with responsibility for customers and delivery 🎯 Hands-on experience with SAP application management services (AMS), for example S/4HANA, SAP BTP, SAP integrations, or similar SAP environments 🎯 Solid practical understanding of service management practices and ITIL Foundation certification 🎯 Strong customer-facing experience and the ability to build trusted relationships with senior stakeholders 🎯 Commercial experience growing existing customer engagements, including scoping, pricing, renewals, extensions, and selling additional work 🎯 Experience managing service finances, including forecasting, billing, profitability, and fixed-price and ti