Customer Delivery Lead

SD Worx Poland; Poland; On-site; PLN 180,000 - 260,000; Full time

Job summary

SD Worx Poland is seeking a Customer Delivery Lead to join our SAP AMS team. You will serve as SPOC for your customer portfolio, ensuring operational delivery, customer satisfaction, and profitability of SAP HR services including HCM, SuccessFactors, S/4HANA Payroll, and Time Management.

You will collaborate with cross-functional squads, align priorities, manage backlogs, and communicate service performance.

Qualifications

• Experience in service delivery / AMS / ITSM in HR
• Knowledge of HR systems (SAP HCM) implementations
• Experience with SAP HCM solutions in AMS environments

Responsibilities

• Act as the primary contact for customers regarding all service-related topics
• Build and maintain strong, trust-based relationships with customers and stakeholders
• Align priorities within the squad and manage backlog, workload, and delivery progress
• Ensure delivery in line with SLA, SOW, and contractual agreements
• Proactively communicate on service performance, risks, and issues
• Monitor customer satisfaction and manage escalations with stakeholders
• Review time registrations and support financial follow-up and invoicing
• Monitor and manage customer profitability, ensuring alignment between effort and contract

Skills

Polish

English

Delivery management

Customer relationships

Stakeholder management

Project management

Tools

SAP HCM

Job description

SD Worx is a leading European provider of Payroll & HR services with global reach. We have offices in Europe and Mauritius. Our goal? We bring people solutions to life and turn HR into a value source for our clients and their people.

Our people solutions span the entire employee journey, from salary payment to attracting, rewarding, and developing talent. Are you ready to join us?

We are looking for Customer Delivery Lead (CDL) to join our SAP Application Management Services (AMS) team.

In this role, you will act as the Single Point of Contact (SPOC) for your customer portfolio and be responsible for the operational delivery, customer satisfaction, and profitability of SAP services, with a strong focus on HR solutions (HCM / SuccessFactors / S/4HANA Payroll / Time Management).

You will work closely with cross-functional squads, ensuring alignment on priorities, driving delivery excellence, and fostering a customer-centric mindset.

Key Responsibilities:

• Act as the primary contact for customers regarding all service-related topics
• Build and maintain strong, trust-based relationships with customers and stakeholders
• Align priorities within the squad and manage backlog, workload, and delivery progress
• Ensure delivery in line with SLA, SOW, and contractual agreements
• Proactively communicate on service performance, risks, and issues
• Monitor customer satisfaction and manage escalations in coordination with stakeholders
• Review time registrations and support financial follow-up and invoicing
• Monitor and manage customer profitability, ensuring alignment between effort and contract
• Coordinate with internal teams, partners, and international delivery hubs

What You Bring:

• Experience in service delivery / AMS / IT service management in HR business
• Fluent in Polish and English
• Experience in project or delivery management
• Strong understanding of customer relationship management and governance
• Excellent communication and stakeholder management skills
• Ability to prioritize, manage workload, and operate in a dynamic environment

Key Advantages

• Experience with SAP HCM solutions (preferably in AMS environments)
• Knowledge of Agile / Lean ways of working
• Experience working with distributed (onshore/offshore) teams
• Understanding of SLA/KPI management and financial tracking

From many places, we work as one, moving from better to best together.

SD Worx embraces diversity in the workplace. Diversity brings inspiration and innovation to our company. We particularly welcome applications from qualified talent, regardless of origin, nationality, gender, skin color, ethnic and social background, religion, age, disability, sexual orientation, or stage of life.