Service Delivery Expert

Your new role

As part of the Core Retail Platform (CRP), the Service Delivery Expert will act as the primary point of contact between our SAP Managed Capacity provider and both internal stakeholders (such as the Core Retail Leadership Team and local IT leads) as well as external suppliers (e.g. the SAP AMS service provider).

The SDE’s core responsibility is to ensure effective and close collaboration with the Service Delivery Manager of the provider, ensure an effective scaling up / down capacity process, assess the performance of the SAP Managed Capacity vendor, and track financial elements such as invoicing and penalties.
The SDE will also be expected to design and refine processes to ensure consistently high levels of customer service in a cost‑effective manner.

Close collaboration with the Product Managers and cross‑functional teams is essential to ensure service agreements are met and to support contract follow‑up and renewal activities.

As Service Delivery Expert, you will be part of our Core Retail Platform and report to the CRP Service Delivery Manager.

Key responsibilities of your role.

1. Operational collaboration between the SAP Managed Capacity provider and internal stakeholders

• Work closely with internal stakeholders to define required services and ensure appropriate service level agreements are implemented and monitored.
• Maintain strong stakeholder satisfaction by addressing reliability issues, tracking service metrics, and managing the associated budget.
• Ensuring that the provider meets the commitments made during PI planning, particularly regarding agreed‑upon capacity and delivery timelines.

2. SAP Managed Capacity – Contract management

• Participate in the planning, implementation, control, and review of SAP Managed Capacity delivery to ensure alignment with business needs and IT commitments.
• Ensure the provider meets all contractual obligations.
• Validate and formally report on the provider’s contractual performance.
• Manage contract changes (extensions, improvements) in partnership with the CRP SDM, Legal and Vendor Management, ensuring alignment with all relevant stakeholders.
• Initiate timely contract renewal—or termination—processes.

3. Financial administration and tracking

• Ensure the delivery model remains cost‑effective and aligned with business priorities.
• Identify, assess, and mitigate risks related to capacity management to ensure business continuity and minimize operational disruptions.

4. Contribution to vision and roadmap

• Foster strong working relationships across all levels of the organization and encourage teams to adopt new ways of working.
• Implement service improvement plans when needed and monitor and report on their progress.

What’s in it for you?

We ask a lot. (We’re looking for the best, after all). But we offer a lot, too.

So, what do we have in store for you? We offer flexible hours and a hybrid working model, allowing you to work both from home and at the office. We provide competitive benefits to support health, well-being and your professional growth. This includes: a significant budget on benefit platform and a yearly bonus. At AD01 we welcome everyone, just the way you are, and encourage individual growth with valuable opportunities and a worldwide across-brand network.

Requirements.

We think you’ll be best geared for success if you can meet the following requirements:

• Minimum of 5 to 8 years of relevant experience  
• Experience as a Service Delivery professional, ideally within a support organization
• SAP knowledge
• Experience working with ITIL processes
• ServiceNow experience, including the ability to create queries and reports
• Proven ability to drive continuous improvement in service quality and customer satisfaction

It goes without saying that so-called ‘soft skills’ are just as important as their ‘hard’ cousins. We highly value:

• Strong communication and interpersonal skills
• Ability to present information clearly, from detailed analysis to executive summaries
• A collaborative mindset: sharing knowledge, involving others, and seeking cross‑functional cooperation
• Adaptability to different situations and multicultural environments
• Flexibility and the ability to adjust plans based on new information or changing circumstances
• Ability to work both independently and collaboratively in a dynamic environment
• Excellent command of English, both written and spoken

Apply now

If you’re excited to help us grow, then please apply now. If you feel like you might not tick all the boxes but have the skills and personality we’re looking for, then please also apply now!

Got questions? Don’t be shy. Loredana Danila, at loredana.danila@ad01.com, has answers.

For us, diversity means being inclusive of thoughts and skills, generational differences, LGBTQ+, gender, race and ethnicity, disabilities, nationalities and more. We accept everyone for who they are.