SAP Service Delivery Manager

About the company

As a total solution provider of medical devices and pharmaceutical packaging, Nipro Europe Group Companies (NEGC) is continuously committed to improving patient outcomes and quality of life. We are part of a large global network headed by Nipro Corporation Japan, an industry-leading healthcare company with over 38,000 employees worldwide. Our European headquarters in Mechelen, Belgium covers a wide geographical reach (Europe, Africa, India, the Americas) and is home to Nipro Medical EMEA (NME), Nipro PharmaPackaging International (NPI), and the Institute for Medical Practice (iMEP) Belgium.

For Nipro Europe Group Companies, we are looking for a SAP Service Delivery Manager who is experienced, hands-on, and communicative to join us in our IT & Digitalization team , based in our EMEA headquarters office in Mechelen , Belgium.

About the role

SAP Service Delivery Manager is member of the SAP Center of Excellence team , providing SAP services to all SAP users within NEGC, Nipro Medical Europe and Nipro Pharmapackaging.

SAP Service Delivery Manager acts as a single point of contact for AMS(Business As Usual) topics and manages service levels towards the business team. They ensure the quality of SAP support and provide coordination between the internal team, external partners and end-users.

The person in this position is executing vendor management function for the SAP AMS supplier , facilitating service reviews, contracts, reducing vendor-related risks and providing communication between the vendor and Nipro management. SAP Service Delivery Manager is also responsible for AMS budget and follow up, ensuring that the services are delivered within the approved budget.

SAP Service Delivery Manager is responsible for design, implementation, documentation and improving of ITSM processes related to the SAP support.

How you will contribute

SAP Maintenance and Support (60%)

• Coordinate SAP support processes and be the single point of contact for the business and IT teams, as well as for external partners. This for incident, change and problem management

• Provide support and assistance to users, diagnose and resolve system issues in cooperation with the internal team and external SAP partners.

• Optimize the system usage and help the business to use the application in a more efficient way.

• Transfer to key users the necessary knowledge be able to use the application in a correct manner.

• Manage service levels towards the business. Ensure agreed SLA’s are met.

• Align SAP releases with project / support schedules.

• Ensure smooth transfer of implemented solutions from project to support mode.

• Coordinator of SAP major incident management process.

• Supplier service management responsibilities. Contract negotiations, follow up on implementation of contractually agreed support processes.

Organization and Processes (40%)

• Design, implement, document and improve ITSM setup related to SAP AMS processes.

• Perform vendor management functions towards SAP AMS supplier, facilitating service reviews, contracts, reducing vendor-related risks and providing communication between the vendor and Nipro management.

• Manage and follow up on AMS budget.

• Align the IT services delivered for Nipro with SAP CoE standards & processes.

• Manage internal knowledge base, ensuring proper documentation of the system changes according to the change management policy.

• Understand business processes and requirements, enrich change requests quality up to a lev

What you bring to Nipro

• A relevant experience in IT Service Delivery Management is essential

• An experience with SAP is preferable with one or several modules

• You follow and understand main end-to-end flows in SAP (P2P, O2C, R2R).

• You demonstrate the knowledge and understanding of ITSM processes (Incident management, Request fulfilment, Access Management, etc.)

• You’re able to communicate and translate IT talks into business language.

• You’re able to solve problems and develop solution that reflect your knowledge and understanding of both SAP best practices and business flows.

• Very good analytical skills

• Very good reporting skills

• Budget management experience is preferable

• Very good level in English. Any other additional language is a plus

Why you should apply

• Being the single point of contact for our SAP service provider means that you are at the centre of the SAP Centre of Excellence, in daily contact with our SAP Analyst divided per modules

• Work for a healthcare company where the end goal is to help people live longer and live better

• Our HQ is very international and multicultural with 39 different nationalities.

• Hybrid work with a healthy split between home working and office working

NIPRO delivers on its purpose to help all people Live Longer. Live Better.

Our purpose is grounded in care, respect, and a deep commitment to the well-being of every life we touch—patients, partners, and team members. We believe that every colleague at NIPRO plays a vital role in our mission: to push innovation forward, improve patient outcomes, and make world-class healthcare accessible to all.

Respect is active and essential at NIPRO - it is our way of working, thinking, and growing together. We promote an environment where people feel safe to contribute, constructive ideas flow freely, and every person is treated with dignity.