SAP Service Delivery Manager

About the company

As a total solution provider of medical devices and pharmaceutical packaging, Nipro Europe Group Companies 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, Nipro PharmaPackaging International, and the Institute for Medical Practice (iMEP) Belgium.

We are looking for a SAP Service Delivery Manager who is experienced, hands-on, and communicative to join us in our SAP Centre of Excellence team, based in our EMEA headquarters office in Mechelen, Belgium.

About the role

You will be working in a team that supports SAP users across multiple Nipro entities. As the SAP Service Delivery Manager, you will act as the single point of contact for SAP support topics, ensuring service quality and alignment with business needs. You will coordinate between internal teams, external partners, and end-users, while managing vendor relationships and budgets

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 to 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 level it is clear for SAP support team to deliver the solution.

What you bring to Nipro

• Bachelor's degree in IT, Business, or related field
• Proven experience in SAP support and service delivery or experience a SAP key user
• Strong coordination and stakeholder management skills
• Experience with vendor management and contract negotiation
• Knowledge of IT service management processes
• Ability to understand business needs and translate them into SAP solutions

Why you should apply

• You will join the European HQ of a growing medical device company
• Our environment is very international with more than 30 different nationalities
• In Nipro's culture, entrepreneurship is key. You will have the possibility to build up processes and participate in the improvement our business processes.
• You will join the SAP Centre of Excellence and will be working in a team of 10 SAP Specialists; learning every day from them.
• You will be joining a team that plays a key role in enabling business success through reliable SAP services.
• This position offers the opportunity to work in a dynamic, international environment where your expertise will directly impact operational efficiency.
• If you're looking for a role with ownership, visibility, and the chance to shape service excellence, this is the right move

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.