SAP Operations Manager - Service Delivery & Incident Management

Location: London

Drive operational excellence behind world-class customer experiences.

We are looking for an experienced SAP Operations Manager with a strong background in Service Delivery, Incident Management, and team leadership to join a prestigious brand. This is a high-impact role where you will take ownership of critical SAP platforms, ensuring stability, performance, and continuous improvement in a fast-paced, customer-centric environment. In this role, you will lead the end-to-end service operations lifecycle, from incident response and problem management to continuous service optimisation. You'll play a key role in building and scaling high-performing teams, embedding best-in-class ITIL practices, and ensuring a consistently high level of service delivery across the organisation.

• Own SAP service operations, ensuring high availability and performance across Customer Data Cloud, Data Platform, Sales & Service Cloud, and Marketing Cloud (Emarsys)
• Lead service delivery and incident management, driving rapid resolution, root cause analysis, and continuous improvement
• Establish and optimise ITIL processes, including incident, problem, and change management
• Build, mentor, and grow a high-performing support and operations team, developing capability and driving engagement
• Drive operational resilience, managing releases, upgrades, and system improvements with minimal disruption
• Collaborate with internal stakeholders and business teams, ensuring technology enables exceptional customer experiences
• Manage third-party vendors and partners, holding them accountable for service quality and delivery standards
• Champion a proactive support model, shifting from reactive incident handling to predictive and preventative operations

• Proven experience as an SAP Operations Manager / Service Delivery Manager within complex environments
• Strong expertise in incident management, service delivery, and ITIL frameworks
• Demonstrated ability to build, scale, and lead high-performing teams
• Experience driving continuous service improvement and operational excellence
• Strong stakeholder management, with the ability to bridge technical and business teams
• Familiarity with agile tools and delivery environments (e.g., Jira, Azure DevOps)
• Analytical mindset with a focus on performance metrics, SLAs, and service quality

• Involvement in out-of-hours incident management for critical issues
• Opportunity to work closely with global partners and vendors
• Ongoing investment in learning, development, and process maturity

Ready to lead service delivery, strengthen operations, and build exceptional teams? Join a business where technology, service excellence, and luxury customer experience intersect. You'll have the opportunity to shape service operations, build a high-performing function, and make a tangible impact on how customers engage with a globally recognised brand.