Client Delivery Manager at SAP

THE ROLE

• The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition.
• The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation.
• The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP. 

ROLE REQUIREMENTS

Key Responsibilities

• Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
• Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management.
• Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals.
• Accountable for entire SAP ECS engagement across all lifecycle phases, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales teams.
• Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer.
• Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.

Education, Skills, and Competencies

Required skills

• Bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields.
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes.
• Excellent presentation and communication skills in Portuguese  and English, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers.
• High competency in multi-tasking and ability to manage multiple engagements in parallel.
• Pro-active, problem-solving, “can-do” attitude and “customer first” mindset.
• Accustomed to working in an international and global virtual matrix organization.
• Strong engagement management, relationship building and de-escalation skills.
• Excellent customer focus experience and thorough with networking and relationship building results-driven leader.

Preferred skills

• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP) is beneficial.
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial.
• Fluency in English and Portuguese  is mandatory.

Work Experience

• Total 10+ years’ experience in SAP project management or SAP Operations or IT industry experience in SAP technology.
• 6+ years’ experience in a customer-facing role in the cloud or IT consulting business.
• 6+ years’ experience in SAP Basis and/or infrastructure operation/development is preferred.