Client Delivery Manager

The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise.

The CDE team combines all customer-facing roles inside ECS and presents SAP as “One Voice” through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy, and support of client lifecycle management.

Our Client Delivery Managers (CDM) work in close collaboration with the Technical and Project teams to serve our customers, and provide quality remote and on-site services and activities to fit the customers’ needs and complexity.

After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability for the engagement, and is responsible for the delivery and performance of the contracted ECS services. CDMs act as partly onsite trusted advisor who grows the business by developing and supporting the growth of the client relationship for SAP ECS.

The CDM cooperates closely with the customer’s technology and business stakeholders and is the voice of the client within SAP and is recognized as the escalation point for all issues with regard to the ECS engagement while cooperatively planning and coordinating ECS-related requests. The CDM is also in contact with the customer’s Management / C-Level and acts as a trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advice on new services or other developments within SAP Enterprise Cloud Services that increase the business value for the customer.

The CDM role has variations depending on the customer’s contract type.

CDM Tasks

• Set up the engagement, and manage all engagement delivery lifecycle phases after contract signature (onboarding, transition, stabilization, operations, off-boarding)
• Ensure operational excellence in contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)
• Identify service improvements and delivery opportunities and realize the value for the client
• Continuously increase client-trusted advisor relationships with executives and key stakeholders
• Track and report on business growth and upsell throughout the entire engagement lifecycle
• Expected to spend up to 20% of time onsite at client location

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
• SAP Basis, technology, and/or functional knowledge are very important
• Technical infrastructure know-how and technical understanding of virtualized system landscapes are critical for this role
• Strong project management skills & customer-facing experience
• Strong ability to translate between technical and non-technical audiences with confidence
• Strong engagement management, relationship building, and de-escalation skills
• Excellent presentation, communication, and moderator skills
• High competency in multi-tasking and ability to manage multiple engagements in parallel
• Accustomed to working in an international and global virtual matrix organization
• Experienced in the area of IT service providers and managing outsourcing engagements
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure, and cloud operation processes
• High proficiency in English. Additional languages are a big plus
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
• Certification in project management methodology (e.g. PMP) is beneficial

WORK EXPERIENCE

• 4+ years experience in project management or SAP Operations
• 4+ years experience in a customer-facing role

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