SAP Service Delivery Manager | Managed Services Operations

The Application Evolution Services team is part of PwC Poland. The team monitors application operations in real-time, improves existing products, introduces new functionalities, and supports clients by creating change requests, documenting, and training client employees. They deploy innovative Customer Experience solutions for clients.

• At least 5 years of experience in SAP S/4HANA enhancements, service management, or application support roles within large-scale SAP landscapes.
• Excellent communication skills in English.
• Proven expertise in ITIL-based service management processes (Incident, Problem, Change, Release, SLA management).
• Strong knowledge of SAP modules and technical components (e.g., SAP Basis, Fiori, ABAP) and a solid understanding of SAP architecture.
• Experience in stakeholder management and resolving complex issues effectively.
• Ability to lead cross-functional teams and coordinate multiple service streams.
• Strong problem-solving and analytical skills with a focus on continuous improvement.
• Leadership and team management capabilities.
• Understanding of ITIL and agile methodologies.
• Familiarity with ITSM tools (advanced user perspective).
• Bachelor’s degree in IT, Computer Science, or a related field.
• Strong proficiency in using new technologies and AI-based tools in daily work (e.g., task automation, information analysis, content creation).

Nice to have:

• ITIL Foundation Certification.

• Supervise and coordinate IT service management and delivery processes for assigned clients, focusing on SAP technology.
• Lead cross-functional teams of SAP consultants, developers, and business users to align service outcomes with business objectives.
• Ensure high-quality delivery of incident, problem, and change management processes within SAP S/4HANA and related landscapes.
• Manage SAP AMS operations, ensuring compliance with service descriptions and client requirements.
• Identify and implement process improvements to enhance service quality and efficiency.
• Actively manage ITSM processes—resolve incidents, prevent recurrence, and manage problems effectively.
• Participate in or co-lead service transitions for new clients, including knowledge transfer and compliance with best practices such as ITIL.
• Monitor SLAs and KPIs, report performance, and manage team capacity and competence.
• Ensure compliance with corporate policies and standards.