Customer Delivery Lead

About the role

This role focuses on managing the operational delivery of SAP HR services for customers. The Customer Delivery Lead acts as the main point of contact for clients, building trust and ensuring that service agreements, such as SLAs and SOWs, are met. This involves proactive communication about service performance, potential risks, and any issues that arise, while also coordinating with internal teams and international delivery hubs.

A key part of the position involves internal coordination and financial oversight. The lead will align priorities within their team, manage the backlog of work, and track delivery progress. They are also responsible for reviewing time registrations, supporting invoicing processes, and monitoring customer profitability to ensure that the effort expended aligns with contractual agreements. This requires a strong understanding of financial tracking and KPI management.

Success in this role means maintaining high customer satisfaction and effectively managing escalations. The lead will continuously monitor client feedback and coordinate with stakeholders to resolve any issues. This requires excellent communication skills and the ability to manage various stakeholders, both internal and external, in a dynamic service delivery environment. Experience with SAP HCM solutions and Agile/Lean methodologies is an advantage.

The salary for this position ranges from $51,750 to $86,250 USD.

Skills that matter here

• SAP HCM: Experience with these HR solutions is an advantage, particularly in application management services environments.
• Agile: Knowledge of Agile ways of working is beneficial for managing squad priorities and delivery progress.
• Lean: Understanding Lean methodologies can help optimize service delivery and workload management.

Who this role suits

• A person who thrives on being the primary point of contact for clients and building strong, trust-based relationships.
• Someone who is adept at prioritizing tasks, managing workloads, and operating effectively in a fast-paced environment.
• An individual with a strong grasp of financial tracking and profitability monitoring, ensuring alignment between effort and contracts.
• A professional who can proactively communicate service performance, risks, and issues, and effectively manage customer expectations and escalations.

From the employer

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:

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, HR or a related field.
• Fluent in Polish and English
• Experience in service delivery / AMS / IT service management
• 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