Client Delivery Manager

• 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) such as BASIS, HANA.
Excellent written, verbal communication and presentation skills to effectively communicate and escalate Issues. Executive 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
5 plus years of IT industry experience (SAP technology and eco system)
Minimum 2 years of experience in customer facing role

Meet Your Team:

As market leader in enterprise application software, SAP helps companies of all sizes and industries innovate through simplification. SAP applications and services enable customers to operate profitably, adapt continuously, and grow sustainably.

Within the Customer Services and Delivery board area, the focus of the Enterprise Cloud Services(ECS) is delivery of Rise with SAP offering covering Managed Cloud and Technical Delivery packages.
ECS is delivering and running customers SAP Systems. We deliver services from all regions EMEA/AMER/APJ/MEE) having a strong international focus and cultural diversity. Our organization is expanding its customer facing units across the globe.

To increase our client delivery management strength in India, ECS Organization requires talented, hands-on experts in application and technology areas, ideally candidates who are also in interested in combinations.