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Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing IT services and continuous technology services, with a strong focus on customer relationship management, service profitability, and compliance. Proficient in leading cross-functional teams and improving service operations through automation and AI.
Highest-signal resume keywords
IT Services ManagementSAP Application Management ServicesService Profitability ManagementITIL Foundation CertificationCustomer Relationship Management
About the role
Key responsibilities & impact- Own business-critical continuous services end to end, ensuring stable operations and agreed service levels, KPIs, and commitments
- Build trusted relationships with senior customer stakeholders
- Lead service governance meetings and manage customer expectations
- Coordinate across customers, vendors, and Vincit teams
- Identify customer needs and opportunities and scope additional work
- Take ownership of renewals, extensions, offers, pricing, and commercial negotiations with sales
- Forecast, bill, and manage service profitability across fixed-price and time-and-materials work
- Control scope and change requests
- Plan staffing and competence needs with capability leads
- Act as senior escalation point for incidents and lead customer communication during critical incidents
- Ensure information security and compliance requirements are met
- Lead transitions into continuous service
- Improve service operations and automation and explore AI-enabled improvements
- Support other Service Delivery Managers
- Contribute to Vincit Way and continuous service development
Requirements
What you’ll need- 5+ years of experience running IT services, managed services, or other continuous technology services, with responsibility for customers and delivery
- Hands-on experience with SAP application management services (AMS), such as S/4HANA, SAP BTP, SAP integrations, or similar SAP environments
- Solid practical understanding of service management practices
- ITIL Foundation certification
- Strong customer-facing experience and ability to build trusted relationships with senior stakeholders
- Commercial experience with scoping, pricing, renewals, extensions, and selling additional work
- Experience managing service finances, including forecasting, billing, profitability, and fixed-price and time-and-materials delivery models
- Strong experience handling incidents, risks, and challenging customer situations
- Experience leading cross-functional technical teams in a matrix organisation
- Practical understanding of information security and compliance in service delivery, including access management, data handling, and vulnerability management
- Full professional proficiency in Finnish and English
- Necessary permits for working in Finland if living abroad
- Experience with data and analytics platforms alongside SAP is a strong plus
- Experience taking over continuous services from another supplier is a strong plus
- ITIL certifications beyond Foundation, IPMA, or PRINCE2 certifications are a strong plus
- Experience coaching or mentoring Service Delivery Managers or delivery leads is a strong plus
- Experience using AI or automation to improve service operations is a strong plus
Benefits
Comp & perks- Bonus model
- Personnel fund
- Transparent salary weeks
- Lunch benefit
- Healthcare and dental services
- Insurance
- Childcare services
- High-quality equipment
- Flexible work-life balance
- Top-notch office spaces in an award-winning workplace
- Professional development through knowledge groups, certifications, modern tools, Univincity, and shared learning
- Growth and career opportunities
- Active communities and collaborative workplace culture
- Inclusion commitment
- AI tools and opportunities to deepen expertise
- Access to SAP and Microsoft partner ecosystems
- Close collaboration with local teams; no offshore model
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Service Management PracticesForecastingBillingIncident ManagementData HandlingVulnerability ManagementSAP IntegrationsAI-Enabled ImprovementsCommercial NegotiationsContinuous Service Delivery
Soft Skills
Building Trusted RelationshipsCustomer-Facing ExperienceCoaching or MentoringManaging Customer ExpectationsLeading Cross-Functional Teams
Tools & Technologies
SAP S/4HANASAP BTPData and Analytics PlatformsAutomation ToolsAI Technologies
Certifications & Qualifications
ITIL Foundation CertificationITIL Certifications Beyond FoundationIPMA CertificationPRINCE2 Certification
Industry Keywords
Continuous ServicesService GovernanceService DeliveryInformation SecurityCompliance Requirements