Service Delivery Manager

Salary Range - €65K-€75K

Company Description

EPI-USE is a member of groupelephant.com, a global group of boutique services firms, software companies, nonprofits, and impact investment organizations with a strong international footprint. The group employs around 3,500 people across 40 countries and follows a “Beyond Corporate Purpose” approach, integrating meaningful social impact into its everyday business activities. EPI-USE is the world’s largest independent SAP HCM specialist and a leader in designing and implementing cloud-based, hybrid, and on-premises HR/Payroll solutions for large multinational organizations and public sector agencies. With solutions spanning 41 countries and more than 1,000 SAP HCM implementations over 40+ years, EPI-USE provides extensive expertise and proprietary add-on software to optimize SAP environments. Its software arm, EPI-USE Labs, further offers advanced SAP data management and landscape transformation tools, while the wider group focuses its impact initiatives on wildlife preservation and rural economic upliftment.

THE ROLE

Service Delivery Manager within EPI-USE AMS team will be responsible for the end-to-end delivery of support services and continuous improvement of SAP SuccessFactors and Payroll applications. Acting as the primary client interface, Service Delivery Manager will ensure service excellence, governance, compliance, system stability, and the achievement of agreed service levels.

The Service Delivery Manager will oversee operational support, client relationship management, incident and problem resolution, release and change management, and the delivery of strategic enhancements across the SAP SuccessFactors and Payroll landscape. The role will lead regular service reviews, monitor and manage SLA performance, and coordinate delivery across functional and technical teams to ensure seamless integration between our clients and application support. Through proactive stakeholder engagement and continuous service improvement initiatives, this role is expected to drive operational efficiency, enhance user experience, and support the achievement of business objectives.

KEY RESPONSIBILITIES

• Own the client relationships with regards to support of SAP SuccessFactors modules and Payroll solutions.
• Lead and manage the end-to-end delivery of support services, serving as the primary client interface and ensuring strong alignment between client expectations and application support teams. Drive service excellence, effective governance, and the consistent delivery of high-quality services that meet agreed business and operational objectives.
• Serve as the primary point of contact for client stakeholders, internal functional and technical teams.
• Monitor service performance and drive continuous improvement initiatives.
• Lead regular service review meetings with stakeholders and client team members.
• Chair and prepare Service Review Meetings and Quarterly Business Reviews (QBRs).
• Proactively identify opportunities for service improvement and commercial growth.
• Monitor and report on SLA/KPI performance, driving corrective actions where required
• Drive adoption of best practices across HR and payroll services.
• Ensure effective incident, problem, and change management processes.
• Ensure root cause analysis is conducted for major incidents.
• Manage release schedules, testing activities, and production deployments.
• Coordinate resources across payroll, consulting, and AMS support teams.
• Provide regular updates on service performance, risks, and improvement plans.
• Manage escalations and coordinate timely resolution of critical incidents.
• Ensure compliance with GDPR, data security, and internal governance standards.
• Run Sprints / mini projects as part of the support services.

REQUIREMENTS

Essential

• Minimum 5+ years’ experience in service delivery within a technology-enabled services environment (AMS or SAP support)
• Knowledge and experience working with SAP products and landscape is essential.
• Strong experience managing client-facing service delivery in a multi-client environment
• Proven experience working with SLA-driven support models
• Excellent stakeholder management and communication skills (written and verbal English)
• Ability to manage competing priorities and deliver to deadlines
• Strong problem-solving skills and attention to detail
• Experience working across both functional and technical teams
• Experience in SAP SuccessFactors (ECP, EC) or SAP Payroll.

Desirable

• Payroll domain knowledge
• Experience in global or multi-country payroll environments
• SAP certification
• Service Delivery certification, such as ITIL

WHAT WE OFFER

• Opportunity to work with an exceptional high-performing team fostering collaboration and continuous learning while accelerating your professional growth and career development.
• Fully remote working within Ireland.
• Exposure to global SAP payroll and HR environments.
• Benefit from continuous learning opportunities, including professional training and certification support.
• Competitive benefits package including pension and healthcare.