Customer Service and Support

Service Delivery Manager F/M

What we offer

Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. Apply now!



Job Overview: 


Champion and drive operational excellence for the Service Delivery team (Implementation, Service Assistant, Premium Assistant, Technical Consultants) to ensure efficient, cost-effective deployment of SAP Concur’s products. Reports to the Vice President, SMB Service Delivery EMEA.



  • Meet and exceed deployment targets for SAP Concur product line.
  • Develop, implement, document processes and measures of efficiencies resulting in an efficient, cost-effective delivery model and customer satisfaction, referenceable accounts.
  • Determine work priorities in accordance with project schedules, changing work demands, and policies and practices; coordinate resources for project and assign work to internal and client teams as necessary.
  • In addition to supervising a team of project managers, will also act as the project manager on a reduced number of projects.
  • Partner with Accounting to establish efficient billing and processes.
  • Effectively support sales opportunities assigned by the Director of Implementation.
  • Reviews customer surveys to fine tune team’s skills and approach to achieve/maintain high customer satisfaction.  Proactively manages escalated issues through appropriate resources until closure.
  • Partners with other organizations to ensure hand-offs and information flow is effective.
  • Timely completion of necessary paperwork to run business and reinforcement of requirements with the team.
  • Actively participate and contribute to special assignments and projects related to vastly improving our customer’s experiences with SAP Concur product offering.
  • Develop strong working relationships with peers; collaborate to standardize the implementation process across the team. 
  • Employee management activities including hiring, terminations, performance appraisals, coaching, career development, cross-training, salary recommendations, scheduling etc.
  • Ensures staff and team development through ongoing coaching and development of individuals on the team so that all employees are a minimum of B striving towards A standards.
  • Supports the Director of Implementation Services with special projects and other assignments as needed.
  • Be aware of, and comply with, all corporate policies.



Education, Experience & Training required:

  • BS/BA or a combination of experience and education/training equivalent to a four-year college degree
  • Five to Eight years of experience in a software/services consulting environment, preferably financial services.
  • Experience with running a practice is an asset 
  • Ability to pass a background check.
  • French native and fluent English required. A third language will be appreciated


Job Specific Specialized Knowledge & Skills:

  • Understanding of implementation methodologies and project management in a software company.
  • Must be comfortable in a fast-paced, fluid, and ever-changing work environment and able to facilitate changes as situation requires
  • Must be a quick study and self-starter, able to roll up sleeves and manage hands-on in a team environment
  • Demonstrated knowledge and/or awareness of relevant technologies and business processes to be able to create credibility as well as be an effective individual and leader
  • Must possess the ability to work both strategically and tactically
  • Must be results, goal, and customer service orientated
  • Must possess effective presentation skills as well as excellent written and oral communications skills.
  • Must be able to independently plan, organize, and facilitate both team and cross-departmental group activities
  • Must be able to motivate and to build a team, and foster teamwork cross cross-functionally.



Critical Performance Competencies:

  • Accountability
  • Self directed and self motivated
  • Process Management/ Quality Analytical Skills
  • Adaptability/ Flexibility
  • Partnering
  • Planning and Organizing (structured)
  • Technical/ Professional Expertise
  • Intelligence
  • Personal/ Professional Effectiveness
  • Business Acumen/Strategic Business Perspective
  • Motivation and positive behavior


Value Competencies:

  • Displays passion for & responsibility to the customer
  • Hires, develops & rewards great people
  • Displays leadership through innovation in everything you do
  • Displays a passion for what you do and a drive to improve
  • Displays a relentless commitment to win
  • Displays personal & corporate integrity



Physical and Cognitive or Mental Requirements:
Major job activities – physical requirements:

  • Use of computer and keyboard for extended periods of time on most or all workdays
  • Use of telephone – throughout the workday as needed to conduct business
  • Working under time pressure
  • Working rapidly for long periods
  • Communicating and interacting with others

Major job activities – mental requirements:

  • Multiple concurrent tasks
  • Ability to perform under stress
  • Reading and comprehension
  • Writing
  • Problem and escalation solving
  • Confidentiality
  • Customer contact


Working hours:

  • Flexibility as to the specific working hours may be required or available


We are SAP

SAP innovations help more than 400,000 customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with 200 million users and more than 100,000 employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, we build breakthroughs, together.


Our inclusion promise

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.


SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Americas: or, APJ:, EMEA:


EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Successful candidates might be required to undergo a background verification with an external vendor.

 Requisition ID:337674 | Work Area: Customer Service and Support | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time  | Additional Locations: 

Réquisition:  337674
Date:  16 juin 2022
Secteur de travail:  Customer Service and Support
Statuts de carrière:  Management
Type d’emploi:  Regular Full Time
Déplacement escompté:  0 - 10%

Levallois-Perret, FR, 92300

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