Senior Service Delivery Manager

The role

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. 💫 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. 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.

What we expect

• 🎯 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