SAP Service Delivery Manager - EY GDS Spain - Hybrid Location: Malaga
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Requisition ID
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Date: 8 Apr 2026
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Description : As SAP Service Delivery Manager, you will play a critical role in ensuring client satisfaction by overseeing a team responsible for meeting and exceeding Service Level Agreements (SLAs). You will manage the daily operations of your team, ensuring they have the resources necessary to succeed, while also maintaining strong relationships with the client and internal stakeholders.
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Opportunity Joining our team in EY office in Malaga, Spain, you will enhance your expertise by leading a cross-disciplinary team to deliver cross-border services to a client in the Global 500 list.
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Key Responsibilities
- Handle Incident management, Enhancement Management and Problem Management.
- Handle Availability Management, Service Level Management and Service Catalog Management.
- Handle change management, Knowledge Management and Configuration Management.
- Oversee and manage Helpdesk activities, ensuring efficiency and adherence to SLAs.
- Provide hands‑on support during ticket peaks or for Level 3 escalations in both Helpdesk and infrastructure support.
- Lead weekly and monthly meetings with customers to present SLAs, KPIs, and showcase Team Work’s added value.
- Set clear expectations and provide guidance to team members through effective communication.
- Work closely with stakeholders to continuously improve service delivery and customer satisfaction.
- Enabling Automation for IT and Business processes to increase efficiency.
- Identify and mitigate risks related to service delivery and take proactive measures to maintain high-quality service.
- Prepare and present reports on service delivery performance, highlighting achievements, challenges, and recommendations for improvement.
Skills and Attributes for Success
- Strong communication skills with the ability to set clear expectations and lead teams effectively.
- Excellent communication skills in English, German or Spanish is a plus.
- 10 years or more overall working experience, with at least 3 years leading AMS team.
- SAP Basis and SAP GTS experience.
- Experience in leading service delivery meetings and presenting technical KPIs to customers.
- Ability to work hands-on in both Helpdesk and infrastructure-related activities when required.
- Customer Service Management experience working in a Supply Chain or Customs solutions.
- Experience in using ITSM tools like ServiceNow.
- Experience in Service Delivery with ITIL processes and methodologies.
- Experience in managing 24x7 operations, assigning shifts, holidays and planning for emergencies.
What We Look For We seek individuals who are passionate about their work and possess outstanding skills in their field. If you have a highly developed business acumen, exceptional interpersonal skills, and a willingness to embrace new professional challenges, this role is for you.
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What We Offer In EY GDS Spain, we’re committed to fostering a vibrant environment where every team member can thrive. We provide continuous learning opportunities and the flexibility to define your own success, empowering you to make a meaningful impact in your own way. Our diverse and inclusive culture values who you are and encourages you to help others find their voice.
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- Empowering Career Development : Unlock your potential with tailored training and development programs designed to elevate your skills and propel your career forward.
- Adaptable Work‑Life Integration : Enjoy the freedom of our hybrid work model, allowing you to blend professional responsibilities with personal passions.
- Comprehensive Well‑Being Programs : Prioritize your health with our extensive wellness initiatives, including psychological support sessions and health resources.
- Meaningful Volunteering Opportunities : Make a difference in your community through our engaging volunteering programs.
- Recognized Performance and Rewards : Celebrate your achievements with our recognition programs that honor both individual and team successes.