Service Delivery Director

Job Overview

Adroit People Limited is seeking a Service Delivery Director to oversee the comprehensive delivery of a Run IT program based in Frankfurt, Germany. This position requires onsite presence and fluency in both German and English. The role focuses on managing application management including SAP S/4HANA and IT infrastructure operations across multiple delivery towers to ensure excellence in service quality, SLA adherence, and continuous enhancement.

Key Responsibilities

• Take full ownership of service delivery governance, including performance on SLAs and KPIs, ensuring superior client satisfaction throughout the Run program.
• Supervise teams responsible for application support (specifically SAP S/4HANA and related components) and IT infrastructure operations.
• Lead initiatives aimed at service improvements, elevate incident and problem management maturity, and optimize cost-efficiency of services.
• Serve as the senior escalation contact and the main point of contact maintaining strong client relationships.
• Manage delivery financials including P&L oversight, resource allocation, and monitor vendor and subcontractor performance.

Candidate Requirements

• Proficient in German and English at business communication level suitable for client engagement.
• Over 10 years of experience in IT service delivery leadership roles, especially with SAP/S4 application management and infrastructure outsourcing environments.
• Demonstrated success in managing large ITIL-based managed service contracts with a multi-million euro budget scope.
• Exceptional skills in stakeholder engagement and management at the CIO and IT leadership levels.