Client Delivery Manager - (CDM) - SAP Basis
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. 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.
About the Team
The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of the Customer Engagement from the point of sale throughout the entire lifecycle. They deliver fixed-scope, proactive, and outcome-based services across the entire SAP software stack to SAP’s RISE customers.
The CDE team combines all customer-facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy, and support of client lifecycle management.
About the Role
Our Client Delivery Managers (CDM) work in close collaboration with the Technical and Project teams to serve our customers and provide quality remote and on-site services to fit the customers' needs.
After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement and is responsible for the delivery and performance of the contracted ECS services. CDMs act as a partly onsite trusted advisor who grows the business by developing and supporting the client relationship for SAP ECS.
The CDM cooperates closely with the customers’ technology and business stakeholders and is the voice of the client within SAP. The CDM shares monthly/quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP Enterprise Cloud Services that increase the business value for the customer.
Key Responsibilities
* Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
* Continuously increase client trusted advisor relationship with executives and key stakeholders.
* Demonstrate accountability as the single orchestrator for end-to-end delivery.
* Manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding).
* Ensure operational excellence on contract administration supported by ECS functions.
* Create and maintain service plans for each customer to proactively manage operational risk.
* Identify service improvements and delivery opportunities.
* Track and report on business growth and upsell throughout the entire engagement lifecycle.
* Expected to spend up to 20% of time onsite at client location.
What You Bring
* Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics, or related field.
* SAP Basis, technology and/or functional knowledge are very important.
* Technical infrastructure know-how and understanding of virtualized system landscapes is critical.
* Strong ability to translate between technical and non-technical audiences.
* Strong engagement management and relationship building skills.
* Excellent presentation and communication skills.
* High competency in multi-tasking and managing multiple engagements in parallel.
* Experienced in IT service providers and managing outsourcing engagements.
* Understanding of SAP’s cloud business and cloud operation processes.
* High proficiency in English & Spanish; additional languages are a plus.
* Knowledge and certifications in standards and methodologies for SAP IT operations are beneficial.
* Certification in project management methodology (e.g., PMP) is beneficial.
Work Experience
* 4+ years’ experience in project management or SAP Operations.
* 4+ years’ experience in a customer-facing role.
* 8+ years’ experience in SAP Basis and/or infrastructure operation/development is preferred.
Bring out your best
SAP 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. At SAP, you can 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 feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
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, sexual orientation, gender identity or expression, protected veteran status, or disability.
Requisition ID: 410895 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time.
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