SAP Service Delivery Manager

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?

Ordinarily, our Resourcing Team reviews and shortlists CVs. If shortlisted, you’ll speak to one of our Recruiters to discuss the role further. Our interview process usually consists of an initial team’s interview followed by an in-person interview. We’ll keep in touch throughout the process but if you have any questions, please get in touch at recruitment@jcb.com 

What's in it for you?

This is your chance to join a company that values expertise not only in rewards but also in real employee care. At JCB you don’t just get a competitive salary, 33 days’ holiday and access to our company pension—you can also use our onsite gym, in-house doctor and dentist. We have an ULEV car scheme available for our employees too. Then there’s the JCB Rewards Hub, which gives you discounts with high street retailers. Feel like biking to work? There’s our Cycle to Work Scheme.

We value diversity and welcome applications from candidates from all backgrounds.

We’re committed to ensuring our recruitment process is fair and inclusive. If you face any accessibility challenges with your online application and require additional support, you have the option of speaking to a member of our Recruitment Team who can support you to complete an application in an alternative format. If you would benefit from this support, please email recruitment@jcb.com, and a member of the team will be in touch.

Recruitment Agencies: JCB does not accept any speculative approaches to present candidates for advertised vacancies.