SAP Service Delivery Manager

JCB; Rocester; On-site; GBP 90,000 - 120,000; Full time

Benefits offered by this job

33 days holiday

Pension scheme

In-house doctor

Onsite gym

ULEV car scheme

Private medical health

Discounts through rewards

Cycle to Work

Job summary

JCB is seeking an experienced SAP Service Desk Manager to lead the Global SAP Functional Team and offshore SAP Cloud Support, ensuring high availability and continuous improvement of SAP services across the business. The role reports to the Head of Business Systems and involves shaping SAP strategy, standardisation, and training alignment.

You will own the operational health of SAP systems, manage licences and tenants, coordinate upgrades, and drive cost efficiency while collaborating with

Qualifications

• Experience leading global SAP functional teams.
• Experience with offshore SAP Cloud Support.
• Strong understanding of SAP licences governance.
• Manufacturing industry experience.
• Technical background for engaging with SAP teams.
• Proactive and solutions-focused.
• Client-focused with service excellence.

Responsibilities

• Lead and manage the Global SAP Functional Team, ensuring high performance and alignment with business objectives.
• Manage the offshore SAP Cloud Support Team, driving service quality, responsiveness, and continuous improvement.
• Own the operational health of global SAP systems, coordinating upgrades, security patching, testing, and maintenance activities.
• Control the purchase, allocation, and governance of SAP licences, ensuring compliance and cost efficiency.
• Manage SAP tenants, including access, configuration, and lifecycle management.
• Ensure all SAP outages or service degradations are logged, communicated to stakeholders, and that system validation is completed post-resolution.
• Partner with product owners and stakeholders to deliver SAP resources for key initiatives.
• Oversee incoming SAP support tickets, prioritisation, tracking, and resolution.

Skills

SAP leadership

Global SAP environments

Leadership

Manufacturing domain

Technical background

Client focus

Adaptability

Tools

SAP

SAP Cloud

Job description

Salary: Competitive Salary

Contract Type: Full Time

Working Pattern: Permanent

The opportunity - SAP Service Desk Manager

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About the role:

Reporting to the Head of Business Systems, you’ll tackle every aspect of delivering high quality SAP projects and support to the JCB business. You will deputize for the Head of Business Systems in their absence.

You will be leading the Global SAP functional team.

You’ll own the Global SAP support strategy and delivery and have responsibility to drive continuous improvements to maintain high availability of SAP services.

You promote the adoption of SAP standard and common process across the user community and lead the SAP training strategy.

You oversee the shaping of business solutions, ensuring alignment with the strategic architecture.

What does this role involve day to day?

• Lead and manage the Global SAP Functional Team, ensuring high performance and alignment with business objectives
• Manage the offshore SAP Cloud Support Team, driving service quality, responsiveness, and continuous improvement
• Own the operational health of global SAP systems, coordinating upgrades, security patching, testing, and maintenance activities
• Control the purchase, allocation, and governance of SAP licences, ensuring compliance and cost efficiency
• Manage SAP tenants, including access, configuration, and lifecycle management
• Ensure all SAP outages or service degradations are logged, communicated to stakeholders, and that system validation is completed post‑resolution
• Partner with product owners and stakeholders to agree and provide SAP resources required to deliver key strategic initiatives
• Oversee incoming SAP support tickets, ensuring appropriate prioritisation, tracking, and resolution through the SAP functional teams

This will be suited to you if you…

• Are a natural leader with experience managing global SAP environments and third‑party service providers
• Have manufacturing industry experience, with an understanding of complex operational processes
• Possess a strong technical background, enabling effective engagement with both functional and technical SAP teams
• Are proactive and solutions‑focused, taking ownership and anticipating issues before they arise
• Are client‑focused, with the ability to balance service excellence and business priorities
• Thrive in an ever‑changing, fast‑paced environment, adapting quickly to shifting demands and priorities

What happens next?

We'll carefully review your application and, if you're shortlisted, our Resourcing team will arrange a call to discuss the opportunity in more detail. From there, you'll usually take part in a Teams interview, followed by an in‑person meeting with the team. We'll keep in touch throughout the process, so you'll always know where you stand.

What's in it for you?

When you join JCB, you'll enjoy a great package designed to reward, support and help you make the most of every day:

• 33 days' holiday (including most bank holidays)
• Market leading company pension scheme through Royal London
• Access to an in‑house doctor, dentist, and an award‑winning Occupational Health team
• Onsite gym to help you stay active
• ULEV car scheme
• Bupa Private Medical Health Scheme
• Exclusive discounts through the JCB Rewards Hub
• Cycle to Work scheme

A business that genuinely invests in its people

And that's just the start. At JCB, you'll be part of a world‑class team where your contribution is valued, your wellbeing matters, and your career can thrive.

Need support during the recruitment process?

Our goal is simple: to give every candidate the opportunity to perform at their best

We welcome applications from people of all backgrounds and are committed to an inclusive recruitment process. If you need any reasonable adjustments during the application or interview process, please contact [e-mail] and we'll be happy to support you.

Our Resourcing Team manage all recruitment partnerships. We ask that agencies do not submit unsolicited CVs. Any candidate details received without prior engagement and agreement from our Resourcing Team will not be eligible for agency fees.