Service Manager - SAP

Information Technology

Job Reference



Information Technology


Business Professionals


Various locations, United Kingdom



The role


The Service Manager - SAP is responsible for ensuring the service performance meets the business needs  of  the SAP S4HANA platform and integrated interfaces for DLA Pipers Finance and HR Systems.

  • Accountability for availability and performance of  platform
  • Accountability of AMS services provided by vendor towards SAP 
  • Responsible for delivering required value from the tool to stakeholders and identifying/implementing improvement initiatives as necessary
  • Working with  stakeholders to identify tool enhancement requirements
  • Periodic governance of platform


Responsibilities include adhering to ITIL best practices and ownership of the ITIL processes.

  • Alignment of  platform vision/strategy to business vision/strategy through close association with stakeholders
  • Coordinate the work of support teams and 3rd parties to manage ongoing  support in line with agreed upon SLAs / service tiers
  • Accountability for availability and performance of platforms meeting agreed OLA’s and SLA’s
  • Ensuring Service Run books and material are up to date
  • Working with 3rd parties to ensure DR processes are documented, followed and tested at agreed times
  • Manage platform availability and performance. Review downtime communications
  • Ensure creation of solutions that are fit for purpose in terms of strategic alignment, quality, cost, time and market relevance through need identification exercises with stakeholders
  • Accountable for the service design and introduction of projects/changes to existing environment. Ensure alignment of changes / solutions to Security / DR policies
  • Work with Domain & Technical Architects to ensure solution adherence to internal architectural standards
  • Work with Security Specialist - SAP to ensure adherence to DR / Security policies and best practices in the  solution. 
  • Document risks and obtain approvals from Head of IT SAP Platform
  • Forecast budgets for projects implemented in SAP area
  • Conduct monthly reviews on platform/support team performance and identify/implement corrective measures
  • Identify / manage implementation of improvement initiatives in the environment
  • Serve as the primary escalation point on issues related to SuccessFactors platform


The role holder will have experience of working on large-scale international business transformation programmes, matrix service organisations or Enterprise / global services preferably with experience of working on programmes that involve the introduction of new technology and have:

Basic Requirements:

  • 5+ years in complex Service organisations
  • 3+ years in SAP design/implementations in lead roles
  • ITIL V3 / V4 Foundation Level at a minimum
  • Agile and DevOps mindset – Fluent in both; promoting & demonstrating best practises; leading the way
  • SAP professional certification in at least one module
  • Experience working in a Managed Services environment
  • Bachelor's degree in Computer Science or Information Technology or equivalent education
  • Competent with working is strict controlled environments in line with policies, procedures and processes
  • Competent with SAP HANA & SAP Solution Manager
  • Competent with SAP Environments and lifecycle
  • Experience with using Service Now
  • Proven experience of SAP or ERP Service Support – ideally within the legal sector and/or professional services or global scale environment. 
  • Self-starter who thrives in an ever-changing, fast-paced business environment.
  • Excellent verbal and written communication skills


DLA Piper is a global law firm with lawyers located in more than 40 countries throughout the Americas, Europe, the Middle East, Africa and Asia Pacific. Our global reach ensures that we can help businesses with their legal needs anywhere in the world. We strive to be the leading global business law firm by delivering quality, service excellence and value to our clients and offering practical and innovative legal solutions to help them succeed. Our clients range from multinational, Global 1000, and Fortune 500 enterprises to emerging companies developing industry-leading technologies, as well as government and public sector bodies.


In everything we do connected with our People, our Clients and our Communities, we live by these values:

  • Be Supportive – we are compassionate and inclusive, valuing diversity and acting thoughtfully
  • Be Collaborative - we are proactive, passionate team players investing in our relationships
  • Be Bold - we are fearless and inquisitive, challenging ourselves to think big and find creative new solutions
  • Be Exceptional - we are strategic and driven, exceeding standards and expectations


At DLA Piper, diversity and inclusion underpins how we live our values and everything we do.  We believe that everyone has a voice, and that everyone’s voice counts. We know that the rich diversity across our firm makes us stronger, more innovative and creative, which helps us to better serve our clients and communities. We are committed to providing an inclusive working environment and culture across our global firm, where everyone can bring their authentic self to work. 

Diversity of perspective, thought, background and culture combine to make us the leading global law firm; that’s why we actively seek to build balanced teams. We welcome the unique contribution that you will bring to our firm and actively encourage applications from all talented people – however your talent is packaged, whatever your background or circumstance and regardless of how you identify.

We support anyone with a disability or long term health condition to ensure they have the opportunity to perform at their best. If you have not done so already, please let us know if you require any support so we can make the right adjustments and considerations should they be required.


We know that people have responsibilities and interests outside of their career and that as a business, we all benefit from working flexibly. That's why we are open to discussing with candidates the different ways in which we are able to support requests for agile working arrangements.


In the event that we make an offer to you, and where local legislation permits, we may conduct pre-engagement screening checks that may include but are not limited to your professional and academic qualifications, your eligibility to work in the relevant jurisdiction.