Customer Delivery Lead (SAP)

TL;DR

Customer Delivery Lead (SAP): Managing operational delivery and customer satisfaction for SAP HR solutions with an accent on service delivery, portfolio profitability, and stakeholder management. Focus on acting as a Single Point of Contact for customers, optimizing squad backlogs, and ensuring strict SLA compliance.

Location: Fully Remote (Europe). Fluency in Polish and English is required.

Company

Leading European provider of Payroll & HR services with global reach, specializing in turning HR into a value source for clients.

What you will do

• Act as the primary Single Point of Contact (SPOC) for a customer portfolio regarding all service-related topics.
• Build and maintain strong, trust-based relationships with customers and key stakeholders.
• Align priorities within cross-functional squads, managing backlogs, workload, and delivery progress.
• Ensure service delivery strictly aligns with SLAs, SOWs, and contractual agreements.
• Monitor customer satisfaction, manage escalations, and oversee financial follow-up and invoicing.
• Coordinate activities between internal teams, partners, and international delivery hubs.

Requirements

• Bachelor's degree in IT, Computer Science, Business Administration, HR, or a related field.
• Fluency in both Polish and English is mandatory.
• Proven experience in service delivery, AMS, or IT service management.
• Experience in project or delivery management.
• Strong expertise in customer relationship management and governance.
• Ability to prioritize and operate effectively within a dynamic environment.

Nice to have

• Experience with SAP HCM solutions, preferably within AMS environments.
• Knowledge of Agile and Lean ways of working.
• Experience working with distributed onshore and offshore teams.
• Understanding of SLA/KPI management and financial tracking.

Culture & Benefits

• Remote-first work approach allowing teams to work from many locations.
• Inclusive workplace that embraces diversity regardless of origin, gender, or background.
• Opportunity to work with a leading European provider in the Payroll & HR domain.
• Collaborative environment based on cross-functional squads.