Service Delivery Director

Role Overview

We are seeking a Service Delivery Director to take full ownership of the complete delivery of a Run IT program. This program includes application management, focusing on SAP S/4HANA, alongside IT infrastructure operations. The role requires acting as the main client liaison responsible for maintaining service quality, meeting SLAs, and fostering ongoing improvements throughout a multi-tower service delivery organization.

Key Responsibilities

• Lead overall governance for service delivery, ensuring SLA and KPI targets are met and client satisfaction remains high within the Run program.
• Supervise teams responsible for application support, specifically SAP S/4HANA and its related systems, as well as infrastructure operations.
• Implement and promote continuous service improvement initiatives, enhance incident and problem management processes, and optimize costs associated with service delivery.
• Serve as the senior escalation authority and primary contact maintaining the client relationship.
• Oversee delivery financials including profit and loss, control resource allocation, and assess vendor and subcontractor performance.

Candidate Requirements

• Fluent communication skills in both German and English at a business and client-facing level.
• Extensive experience exceeding 10 years in IT service delivery leadership, preferably within SAP/S4 HANA application management and IT infrastructure outsourcing.
• Proven success managing substantial managed-services contracts grounded in ITIL best practices, with contract values in the multi-million Euro range.
• Exceptional stakeholder management capabilities, particularly engaging with CIOs and IT executive leadership.