Customer Delivery Lead
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Job Description
Customer Delivery Lead managing SAP HR service delivery, customer satisfaction, and profitability. SD Worx provides European payroll and HR solutions.
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
Requirements:
- 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
- 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
Benefits:
- Opportunity to showcase talents and grow
- Diversity and inclusion in the workplace
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