Customer Delivery Manager

DyFlex Solutions is an SAP Platinum Partner and ANZ market leader in advisory, project delivery, managed services and AI enablement. We deliver fit-for-purpose, industry-ready enterprise transformations across public and private cloud, spanning finance, digital supply chain, human capital, intelligent enterprise, and data and AI, to help our customers achieve success.

We are proud to have been awarded:

✓ Business Suite Success Partner of the Year 2026

✓ Largest Contributor to Indirect Cloud Revenue 2026

✓ Best Performing Partner in Australia for S/4HANA Public Cloud 2025
✓ Best Performing Partner in Australia for Speed of Delivery 2025
✓ Best Performing Partner in Mid-Market 2025

We're seeking a Customer Delivery Manager to become the trusted day-to-day partner for our Queensland based customers. Based primarily onsite in Brisbane's CBD, you'll work closely with customers stakeholders, SAP specialists and delivery teams across Australia, New Zealand and the Philippines to ensure outstanding service outcomes and customer satisfaction.

About the Role

As the Customer Delivery Manager, you'll be the primary operational contact for customers, responsible for service governance, stakeholder management, incident and escalation coordination, service performance reporting, and continuous improvement.

You'll help drive the successful transition of services from incumbent providers before leading the ongoing delivery of a complex SAP environment supporting critical business operations.

Key Responsibilities

• Build trusted relationships with ICT leadership, service owners and business stakeholders.
• Lead weekly service reviews, monthly reporting and quarterly business reviews.
• Own service performance against agreed SLAs and KPIs, driving service improvement initiatives where required.
• Coordinate major incident and escalation management, ensuring clear communication and timely resolution.
• Manage demand, service requests and minor enhancement activities, ensuring work remains appropriately prioritised and within scope.
• Participate in change governance processes, including CAB activities.
• Support transition, knowledge transfer, cutover and hypercare activities.
• Coordinate multidisciplinary SAP support teams across onshore and offshore locations.

About You

You are a customer-focused service management professional who combines strong relationship skills with a structured approach to operational delivery.

You'll ideally bring:

• Experience as a Service Delivery Manager, Customer Delivery Manager or similar client-facing role within an enterprise IT services or managed services environment.
• Strong stakeholder engagement skills and confidence working with senior business and technology leaders.
• Experience leading service governance, performance reporting and operational reviews.
• Knowledge of ITIL-based service management practices, including incident, problem and change management.
• Experience coordinating technical teams and managing customer expectations in complex environments.
• A calm and organised approach to incident management and service escalations.

Technical Experience

Exposure to SAP-managed services environments will be highly regarded, including:

• SAP S/4HANA and cloud-based SAP landscapes.
• SAP modules such as Finance, MM, PM, PS and EWM.
• SAP SuccessFactors, Employee Central Payroll, SAP Ariba and SAP Concur.
• ServiceNow and ITIL service management processes.
• SLA/KPI reporting, service analytics and operational performance measurement.
• SAP upgrades, releases and maintenance activities.

You don't need to be a hands-on SAP consultant, but an understanding of enterprise SAP support environments will help you succeed in the role.

DyFlex is committed to providing a safe, flexible and respectful environment for staff free from all forms of discrimination, bullying and harassment. We are proud of our diverse and inclusive team as only together we can continually improve ourselves and achieve best outcomes for our customers – we are the region's leading SAP Platinum Partner!

Our preferred applicant will be required to undertake employment screening by DyFlex or our external third-party provider.