Stott and May
SAP Operations Manager – Service Delivery & Incident Management
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Job Description
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.
What You’ll Do
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
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What You’ll Bring
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
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Additional Information
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
Why Join?
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.
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