Client Delivery Manager - SAP Enterprise Cloud Services EMEA
We help the world run better. At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
About The Team
SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure, technical & application managed services to our SAP private cloud customers.
The Client Delivery Manager is the main customer-facing representative of the SAP ECS organization, ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.
What You'll Do
* Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP.
* Accountable for the entire SAP ECS engagement, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
* Setup proactive service plan and conduct regular service review meetings with clients (operational and strategic topics).
* Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).
* Ensure seamless alignment across multiple ECS and other SAP internal and external stakeholders.
* Oversee client onboarding activities, upgrade/migration projects, and other service delivery initiatives.
* Support commercial change request management in the client lifecycle, perform contract compliance and risk management (project and business risks).
* Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales and presales teams.
* Share knowledge across CDM community.
What You Bring
* Fluency in English is mandatory
* Proven track record in managing client engagements, e.g. in Service Delivery Management, Consulting, or Pre-Sales settings.
* Strong customer orientation with a focus on relationship-, expectation- and de-escalation management.
* Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
* Good understanding of technical infrastructure and virtualized system landscapes.
* Knowledge of IT trends, their impact on business strategies, and SAP’s strategy and service portfolio.
* Ability to work effectively as a virtual member of a dynamic and dispersed team (remote).
* SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial.
Meet your team
ECS organization is a global organization and the regional CDM teams are located across 6 regions. We are a diverse and positive-spirited group of colleagues who value customer satisfaction, knowledge sharing and collaboration.
We ask for your application to be submitted in English language only.
SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you need accommodation or assistance to navigate our website or to complete your application, please email Careers@sap.com.
Requisition ID: 438013 | Work Area: Consulting and Professional Services | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time
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