Senior Service Delivery Manager

Do you enjoy running business-critical services and growing customer relationships? We do.

We’re looking for a Senior Service Delivery Manager to join Vincit and take end-to-end ownership of some of our most demanding continuous services within our SAP and Data & Analytics business.

In this role, you’ll combine service delivery, customer leadership, commercial ownership, and financial responsibility. You’ll work with customers whose core business relies on SAP environments such as S/4HANA, SAP BTP, integrations, and the data platforms around them.

You know you’ve succeeded when the service runs reliably, the customer trusts you, the team knows what is expected of them, and the customer relationship continues to grow.

What is the job like, really?

As a Senior Service Delivery Manager, you’ll be the Delivery Lead for your customers’ continuous services and their key contact for everything delivery-related.

You’ll take ownership of the bigger picture: service quality, customer satisfaction, financial performance, staffing, risks, and how the service develops over time. Your customers may have several parallel deliveries, multiple vendors, and business-critical systems, so you need to be comfortable keeping complex environments under control without losing sight of what matters most to the customer.

This is also a commercial role. You’ll identify opportunities within existing customer relationships, shape additional work, and take part in renewals, extensions, pricing, and contract negotiations together with sales.

You won’t have line-management responsibility, but you’ll lead the service team in a matrix organisation and work closely with capability leads to make sure the right people and skills are in place.

At senior level, you’ll also support other Service Delivery Managers and help us continuously improve how we run services at Vincit.

Here’s a snapshot of your key responsibilities:

Service delivery & customer satisfaction – Own business-critical continuous services end to end, ensuring stable operations and agreed service levels, KPIs, and commitments.

Customer partnership & governance – Build trusted relationships with senior customer stakeholders, lead service governance meetings, manage expectations, and coordinate across customers, vendors, and Vincit teams.

Commercial growth – Identify customer needs and opportunities, scope additional work, and take ownership of renewals, extensions, offers, and commercial negotiations together with sales.

Financial ownership – Forecast, bill, and manage the profitability of services combining fixed-price and time-and-materials work, while keeping scope and change requests under control.

Team & competence planning – Plan staffing and competence needs together with capability leads and make sure the service has the right skills to meet its commitments.

Incidents, risks & compliance – Act as the senior escalation point when needed, lead customer communication during critical incidents, and ensure services meet agreed information security and compliance requirements.

Transitions & continual improvement – Lead transitions into continuous service, improve service operations and automation, and explore how AI can support better and more efficient ways of working.

Mentoring & service development – Support other Service Delivery Managers and contribute your own ideas to the Vincit Way, our shared approach to delivering and continuously improving services.

What are we looking for?

You’ll do well in this role if you enjoy having broad ownership and are comfortable balancing operational, commercial, financial, and customer perspectives.

You know what well-run continuous services look like, but you’re not someone who simply maintains the status quo. You spot risks early, identify opportunities to improve or grow the service, and are comfortable having both easy and difficult conversations with customers.

You also understand that business-critical services don’t always go according to plan. When incidents or difficult situations arise, you can stay calm, create clarity, communicate openly with the customer, and make sure the underlying issue is properly resolved.

Experience and skills we value

5+ years of experience running IT services, managed services, or other continuous technology services, with responsibility for customers and delivery

Hands-on experience with SAP application management services (AMS), for example S/4HANA, SAP BTP, SAP integrations, or similar SAP environments

Solid practical understanding of service management practices and ITIL Foundation certification

Strong customer-facing experience and the ability to build trusted relationships with senior stakeholders

Commercial experience growing existing customer engagements, including scoping, pricing, renewals, extensions, and selling additional work

Experience managing service finances, including forecasting, billing, profitability, and fixed-price and time-and-materials delivery models

Strong experience handling incidents, risks, and challenging customer situations

Experience leading cross-functional technical teams in a matrix organisation

Practical understanding of information security and compliance in service delivery, such as access management, data handling, and vulnerability management

Full professional proficiency in Finnish and English

It’s a strong plus if you have:

Experience with data and analytics platforms alongside SAP

Experience taking over continuous services from another supplier

ITIL certifications beyond Foundation, or certifications such as IPMA or PRINCE2

Experience coaching or mentoring other Service Delivery Managers or delivery leads

Experience using AI or automation to improve service operations

What’s in it for you?

Why we believe this role is worth your time:

As a 500-person company, we combine the support and career opportunities of a larger organization with the agility and low hierarchy of a smaller one. This gives you both the structure to succeed and the freedom to shape how things are done – together with a supportive community around you.

Here are a few more reasons why Vincit is a worthwhile place for experienced IT professionals:

Work with some of Finland’s largest SAP customer organizations – you’ll work closely with major customers in business-critical SAP environments and long-term service relationships. See examples of our work here.

AI at the core – work with modern AI tools in your daily work, deepen your expertise, and contribute to building AI-driven solutions. In 2026, we became the first company in Finland to receive the ISO/IEC 42001 certification for our AI management system.

Strong partner ecosystem – as an SAP Gold Partner and Microsoft Solutions Partner, we work closely with leading technology providers, giving you access to high-quality projects and deep expertise.

Trusted and responsible way of working – our EcoVadis assessment and ISO certifications ensure high-quality, secure, and responsible delivery for our customers.

Top-notch SAP community – with 90+ SAP experts in-house and a partner network of 100+ professionals to learn from and collaborate with

Time to truly grow your expertise – we actively support continuous learning and professional development through knowledge groups, certifications, modern tools, and opportunities to develop your skills as part of your everyday work. We want to make learning a natural part of your journey at Vincit.

No offshore model – close collaboration with local teams.

And what else do you get as a Vincitizen?

Flexibility & work-life balance – shape your work around your life, whether it’s family, hobbies, or something else important to you, while also making use of our top-notch office spaces in an award-winning workplace

Solid pay – your monthly base salary (€6,000–6,500) reflects your experience and expertise. You’ll also benefit from Vincit’s bonus model, personnel fund and transparent salary weeks.

Comprehensive benefits – including lunch benefit, healthcare and dental services, insurance, childcare services, high-quality equipment, and more

Growth & career opportunities – develop your skills and gain certifications through Univincity and shared learning, while shaping your path toward new roles, specializations, or directions. Explore inspiring examples of career paths in our career stories.

Active communities – a transparent and humane organization where people connect, collaborate, and have fun together. It’s where our belief, “extraordinary things are created together”, comes to life – and one of the reasons one of the reasons we’re an award-winning workplace.

Commitment to inclusion – we believe in a more inclusive digital world and strive to create a safe, welcoming welcoming workplace for everyone

Explore real-life examples of our human-centric culture in our People & Culture blog and learn more about how we work in our Code of Conduct

Curious but still on the fence?

If you’d like to learn more about the role or have any questions, feel free to reach out to us at [email protected].

To get to know us as an employer, we recommend checking our career site, blog, Facebook, Instagram and LinkedIn. You might also like our post about Vincit’s candidate-friendly recruitment process.

P.S. Please note that if you live abroad and want to work with us, we need you to have the necessary permits for working in Finland.

#LI-Hybrid