Customer Delivery Lead

About the role

SD Worx is seeking a Customer Delivery Lead to join its SAP Application Management Services (AMS) team in Warsaw. You will act as the single point of contact for a portfolio of customers, ensuring operational delivery, satisfaction and profitability of SAP HR solutions.

Key responsibilities

• Serve as the primary contact for all service‑related topics for assigned customers.
• Build and maintain trust‑based relationships with customers and internal stakeholders.
• Align squad priorities, manage backlog, workload and delivery progress.
• Ensure delivery complies with SLA, SOW and contractual agreements.
• Proactively communicate performance, risks and issues.
• Monitor customer satisfaction, handle escalations and coordinate with partners.
• Review time registrations, support financial follow‑up and invoicing.
• Track customer profitability and align effort with contract terms.
• Coordinate with internal teams, partners and international delivery hubs.

Required profile

• Bachelor’s degree in IT, Computer Science, Business Administration, HR or related field.
• Fluent in Polish and English.
• Experience in service delivery, AMS or IT service management.
• Proven project or delivery management experience.
• Strong customer relationship management and governance skills.
• Excellent communication and stakeholder management abilities.
• Ability to prioritize and work in a dynamic environment.

Required skills

• SAP HCM solutions
• SAP SuccessFactors
• S/4HANA Payroll
• SAP Time Management
• Agile ways of working
• Lean methodologies