Service Delivery Manager (SAP) — Luxury Fashion Retail

HCLTech; England; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

A leading technology services firm is looking for a Service Delivery Manager (SAP) to oversee a high-scale SAP landscape for a luxury fashion brand. The candidate will drive end-to-end application development and support, managing vendor relations and optimizing service delivery. Experience in SAP AFS and FICO is crucial, along with a strong retail background. This role offers competitive compensation, hybrid working options, and the chance to lead modernization initiatives at scale.

Qualifications

• 15+ years of experience, including 8-10 years leading large SAP programs.
• Strong understanding of luxury fashion retail processes.
• Experience with incident/problem/change management and governance.

Responsibilities

• Lead end-to-end service delivery across multiple vendors.
• Establish SLAs/OLAs and operational agreements.
• Manage budgets, forecasts, and costs while optimizing resources.

Skills

SAP AFS

SAP FICO

Operations Excellence

Retail Domain Expertise

Governance & Commercials

Executive communication

Education

Bachelor’s/Master’s in Engineering/Technology/Business or equivalent

Tools

ITIL v4

SAP certifications

PMP/Prince2

SAFe/Agile

Job description

Service Delivery Manager (SAP) — Luxury Fashion Retail

Location: Leeds, or London (Hybrid)

Experience: 15+ years (8–10 years leading large SAP programs)

Functional Areas: SAP Retail, AFS, FICO

About the role

We’re hiring a seasoned Service Delivery Manager (SDM) to lead a high‑scale SAP landscape for a luxury fashion retail brand—covering end‑to‑end application development, enhancements, and 24×7 application support. You’ll own service outcomes, orchestrate multi‑vendor teams, drive platform modernization, and safeguard business continuity across core retail processes: merchandise buying, allocation, pricing, promotions, inventory, omni‑channel operations, and financial close.

What you’ll do

Service Delivery & Operations

• Own E2E delivery across incident, problem, change, release, environment, knowledge.
• Establish and enforce SLAs/OLAs, SLOs, runbooks, KT plans, and operational agreements across vendors.
• Lead RCA and permanent fixes; improve MTTR, reduce repeat incidents, and optimize backlog.
• Govern batches, jobs, and interfaces (POS, e‑Commerce, WMS), ensuring cutover readiness and seasonal stability.

Program & Stakeholder Management

• Act as SPOC for Business, IT, Finance, Retail Ops, and regional teams.
• Run weekly/monthly governance (release readiness, demand management).
• Translate priorities into delivery roadmaps, release plans, and capacity forecasts.

Financials & Commercials

• Own budgets, forecasts, SOWs/MSAs, resource planning, and cost optimization.
• Champion automation (self‑healing, AIOps, observability), CI/CD, test automation, and reusable accelerators.
• Guide solutioning across SAP AFS, Retail Pricing/Promotions, FICO (GL, AP/AR, Asset Accounting, COPA), and cross‑module touchpoints.
• Build, coach, and retain a high‑performing functional + technical team (SAP Retail/AFS/FICO, Integration, ABAP).
• Establish L3 expertise, shift models, and follow‑the‑sun support for global operations.

What you’ll bring (must‑have)

• SAP AFS: size/color matrix, seasonality, collections, allocation, replenishment for fashion.
• SAP FICO: financial close, AP/AR, GL, asset accounting, costing, COPA; integration with retail operations.
• Operations Excellence: ITIL v3/v4, incident/problem/change, RCA, release/environment management.
• Retail Domain Expertise: luxury fashion calendar cycles, markdowns, promotions, product lifecycle, peak events, omni‑channel.
• Governance & Commercials: budget ownership, vendor management, KPIs/SLAs, contractual adherence.

Nice to have

• SAP CAR: real‑time transactions, POS, forecasting, inventory visibility.
• ABAP: ability to guide technical teams, review designs/estimates, ensure performance & code quality (no hands‑on coding).
• Enterprise apps & integrations: POS/OMS/eCommerce/WMS, API/Middleware (SAP PO/PI, CPI), microservices.
• DevOps/AIOps: CI/CD pipelines for SAP transports, proactive monitoring, automation.
• Cloud/Infra awareness: hyperscaler hosting, DR/BCP, performance & scalability.

Executive communication

• Adaptability to retail calendar & market shifts

Education & Certifications

Bachelor’s/Master’s in Engineering/Technology/Business (or equivalent).

Preferred: ITIL v4, SAP certifications (Retail/AFS/FICO/CAR), PMP/Prince2, SAFe/Agile.

Impact a marquee retail platform end‑to‑end, lead modernization at scale, and work with senior stakeholders across business and technology. Competitive compensation, global exposure, and the opportunity to shape operating excellence.

Apply now

Submit your LinkedIn application with a short note highlighting your SAP Retail/AFS delivery programs and peak‑season stabilization experience. Shortlisted candidates will be contacted for next steps.

Seniority level

Director

Employment type

Full‑time

Job function

Information Technology

Industries

IT Services and IT Consulting