We help the world run better
At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.
Within the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to shape the future of SAP by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. Our goal is to offer a range of cloud deployment options, leveraging SAP's infrastructure, partner infrastructures, and public cloud platforms.
THE ROLE
The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition. The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.
ROLE REQUIREMENTS
* Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
* Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management.
* Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client's level of maturity, Safeguarding ECS Revenue, contract renewals.
* Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer's business.
* Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
* Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer.
* Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.
Education, Skills, and Competencies
1. Bachelor's degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields.
2. Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
3. Understanding of SAP's cloud business, cloud and hybrid infrastructure and cloud operation processes.
4. Excellent presentation and communication skills in Japanese and English, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers.
5. High competency in multi-tasking and ability to manage multiple engagements in parallel.
6. Pro-active, problem-solving,