Senior SAP Service Delivery Lead - Data & Analytics

Vincit; Kuopio; On-site; EUR 67,000 - 73,000; Full time

Benefits offered by this job

Lunch benefit

Healthcare and dental services

Insurance

Childcare services

Office spaces and work environment

Job summary

Vincit seeks a Senior Service Delivery Manager to own end-to-end delivery of SAP-enabled continuous services and lead customer relationships within our SAP and Data & Analytics business.

You will combine service delivery, commercial ownership, and financial responsibility, while coordinating with cross-functional teams in a matrix organization to ensure reliable service, strong governance, and growth opportunities for customers.

Qualifications

• 5+ years of experience running IT services, managed services, or other continuous technology services, with responsibility for customers and delivery.
• Hands-on experience with SAP application management services (AMS), for example S/4HANA, SAP BTP, SAP integrations, or similar SAP environments.
• Solid practical understanding of service management practices and ITIL Foundation certification.
• Strong customer-facing experience and the ability to build trusted relationships with senior stakeholders.
• Commercial experience growing existing customer engagements, including scoping, pricing, renewals, extensions, and selling additional work.
• Experience managing service finances, including forecasting, billing, profitability, and fixed-price and time-and-materials delivery models.
• Strong experience handling incidents, risks, and challenging customer situations.
• Experience leading cross-functional technical teams in a matrix organisation.
• Practical understanding of information security and compliance in service delivery, such as access management, data handling, and vulnerability management.
• Full professional proficiency in Finnish and English

Responsibilities

• Service delivery & customer satisfaction – Own business-critical continuous services end to end, ensuring stable operations and agreed service levels, KPIs, and commitments.
• Customer partnership & governance – Build trusted relationships with senior customer stakeholders, lead service governance meetings, manage expectations, and coordinate across customers, vendors, and Vincit teams.
• Commercial growth – Identify customer needs and opportunities, scope additional work, and take ownership of renewals, extensions, offers, and commercial negotiations together with sales.
• Financial ownership – Forecast, bill, and manage the profitability of services combining fixed-price and time-and-materials work, while keeping scope and change requests under control.
• Team & competence planning – Plan staffing and competence needs together with capability leads and make sure the service has the right skills to meet its commitments.
• Incidents, risks & compliance – Act as the senior escalation point when needed, lead customer communication during critical incidents, and ensure services meet agreed information security and compliance requirements.
• Transitions & continual improvement – Lead transitions into continuous service, improve service operations and automation, and explore how AI can support better and more efficient ways of working.
• Mentoring & service development – Support other Service Delivery Managers and contribute your own ideas to the Vincit Way, our shared approach to delivering and continuously improving services.

Skills

IT service delivery

Customer-facing

Commercial mindset

Financial acumen

Risk management

Stakeholder management

Education

ITIL Foundation

Tools

SAP AMS (S/4HANA, BTP)

Data & Analytics platforms

IPMA/PRINCE2 (plus)

Job description

Vincit seeks a Senior Service Delivery Manager to own end-to-end delivery of SAP-enabled continuous services and lead customer relationships within our SAP and Data & Analytics business.

You will combine service delivery, commercial ownership, and financial responsibility, while coordinating with cross-functional teams in a matrix organization to ensure reliable service, strong governance, and growth opportunities for customers.