Client Delivery Manager

We help the world run better

What you'll do:

CDM Owns, develops and supports growth of the client relationship for SAP Enterprise Cloud Services (ECS)
Is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement
Is fully accountable for the ECS client engagement and service delivery, supported by various ECS roles and functions as needed
Ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer s System Integrators or other Hosting Partners
Proactively positions new ECS service offerings, packages and brokers upsells within the client via the SAP Sales team (e. g. Industry AEs and others)
Manages proactive delivery of service plans and reactive support requests
Hosts regular status and governance meetings with customers and other SAP stakeholders (extended account team)
Drives Customer Success - takes accountability for ECS service delivering expected outcomes to the business.
Drives Commercial Success - avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit
Expected to spend most of the time on sustainable account management (e. g. growing relationship, continued utilization of ECS portfolio and enlarging ECS footprint) and limited time on service delivery
Expected to spend up to 20% of time onsite at client location

What you'll bring:

Bachelor s degree or higher in one of the following areas: Computer Science, Engineering, Information management
SAP Implementation experience with strong knowledge and hands on experience
Datacenter migration understanding
Process affinity and strong process orientation
Experience in working with cross-cultural teams or individuals.
Solid know-how on SAP Technologies and Products (SAP certification highly beneficial).
Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues. C Leve communication skills are desirable,
Ability to work under pressure and constantly add value to customer and within organization.
Capacity to continuously acquire new knowledge in an independent, proactive way
Having ITIL knowledge and/or certification is plus.
Any Certification on Hyperscalers such as Azure, AWS or GCP is plus
Understanding of Data Science to drive Outcomes

• 8 plus years of IT industry experience (SAP technology and eco system)
• Minimum 3 years of experience in customer facing role

Bring out your best

We win with inclusion

SAP s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap. com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy . Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 409567 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.