Service Delivery Director

About the Role

We are seeking a Service Delivery Director to lead the comprehensive management of a Run IT program that covers application management, specifically featuring SAP S/4HANA, alongside IT infrastructure operations. This role demands full accountability for service delivery excellence, SLA adherence, and fostering continuous enhancements within a multifaceted delivery framework.

Key Responsibilities

• Overall governance of service delivery including maintaining SLA and KPI standards and ensuring client satisfaction for the Run program.
• Oversight of teams handling application support for SAP S/4HANA and its ecosystem as well as infrastructure operations.
• Implementation of strategic service improvement initiatives, advancing incident and problem management processes, and optimizing cost-to-serve structures.
• Serving as the principal escalation contact and primary liaison managing the client relationship at a senior level.
• Administration of program delivery profit and loss, resource allocation, and supervision of vendor and subcontractor performance.

Qualifications and Requirements

• Proficiency in both German and English at a business and client-facing level.
• Minimum of ten years’ experience in IT service delivery leadership, with a preference for expertise in SAP/S4 application management and infrastructure outsourcing.
• Established background managing large-scale managed services contracts grounded in ITIL practices, typically valued in the multi-million Euro range.
• Excellent stakeholder engagement skills, particularly with CIOs and senior IT leadership personnel.

Additional Information

Employment Type: Permanent or contract basis.
Location: Hybrid working arrangement based in Frankfurt Rhine-Main Metropolitan Area, Germany.
The role is primarily onsite but may include some remote elements.