We help the world run betterAt 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.
What you'll doSAP 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.
Responsibilities
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 and lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
Set up a 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.
Qualifications
12 years experience in managing critical customer relationships in the IT environment.
Fluency in English is mandatory and French would be considered a key asset.
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 virtualised 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 teamECS organization is a global organization and the regional CDM teams are located across 6 regions. We are highly diverse and a positive‐spirited bunch of colleagues. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as making the ECS organization a little better every day.
Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‐to‐end business application software and related services for database analytics, intelligent technologies and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide we are purpose‐driven and future‐focused with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people or platforms we help ensure every challenge gets the solution it deserves. At SAP you can bring out your best.
We win with inclusionSAP's culture of inclusion focuses on health and well‐being and flexible working models that help ensure everyone, regardless of background, feels included and can run at their best. 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 realise their full potential. We ultimately believe in unleashing all talent and creating a better world.
Equal Employment OpportunitySAP is committed to the values of Equal Employment Opportunity and provides 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 the Recruiting Operations Team. Qualified applicants will receive consideration for employment without regard to age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status or disability in compliance with applicable federal, state and local legal requirements. Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment ProcessFor information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 438318 | Work Area: Information Technology | Expected Travel: 0-10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid
Required ExperienceManager
Key Skills
Project Management Methodology
Kanban
Project / Program Management
Agile
Waterfall
Project Leadership
Application Development
Sprint
Microsoft Project
SDLC
Project Implementation
Experience: years | Vacancy: 1
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