Service Delivery Manager

Your New Company
Join an international organisation investing in the modernisation of its global technology landscape. Based in Portugal, you will work within a collaborative Digital and Technology function responsible for delivering reliable, compliant and cost-effective business applications across multiple markets.
Your New Role
As Service Delivery Manager, you will coordinate the operational delivery of global ERP and Finance technology services. Acting as the link between managed service providers, Product Managers, process owners and technical teams, you will ensure service quality, clear accountability and continuous improvement.
Monitor service performance, availability, incidents, backlogs and change activity.
Manage supplier performance through service reviews, KPIs, dashboards and corrective action plans.
Coordinate major incidents, ensuring effective communication, escalation and recovery.
Support incident, problem, change, release and service transition processes.
Ensure operational readiness for deployments, including support models, monitoring, documentation and hypercare.
Coordinate operational activities in regulated environments, including SOx, GxP, audit, access control and disaster recovery.
Identify opportunities to improve reliability, reduce recurring incidents and increase value from external providers.
What You'll Need to Succeed
Proven experience managing ERP and Finance application services within a complex enterprise environment.
Strong practical knowledge of SAP S/4HANA operations, Finance systems and integrated application landscapes.
Experience working with managed service providers or in multi-supplier delivery models.
Sound knowledge of ITIL processes, particularly incident, major incident, problem, change, release and continual improvement.
Experience monitoring SLAs, KPIs, supplier scorecards and service improvement plans.
Confidence coordinating critical incidents and working across technical and business stakeholders without direct authority.
Familiarity with ITSM tools, operational dashboards and service reporting.
Experience supporting service transition, release readiness, deployment or hypercare activities.
Understanding of regulated environments involving SOx, GxP, audit controls, backup, recovery or disaster recovery.
ITIL Foundation certification or equivalent practical service management experience.
Experience with Oracle Finance applications would be advantageous.
Degree-level education in technology, service management or a related field, or equivalent professional experience.
What You'll Get in Return
A global role with significant exposure to ERP and Finance service operations.
The opportunity to influence supplier performance and service improvement across a complex technology landscape.
Hybrid working in Portugal.
Annual performance-related bonus.
Private health insurance, life assurance and pension provision.
Meal allowance and employee wellbeing support.
25 days of annual leave plus a birthday day off.
Occasional international travel and collaboration with global stakeholders.
What You Need to Do Now
If you have strong SAP and IT service management experience and enjoy bringing structure, accountability and improvement to complex service environments, apply now to learn more about this opportunity.