Client Delivery Manager

About the Team:

After initial cloud contract execution, the Client Delivery Manager (CDM) is the primary SAP Enterprise Cloud Services (ECS) contact for the client and assumes end-2-end accountability of the engagement to deliver the contracted RISE services - this includes our offerings RISE with SAP S/4 HANA Cloud, Private edition and Cloud Application Services (CAS) and be a trusted advisor to the customers. The Client Delivery Manager (CDM) oversees all aspects of the customer engagement from the point of contract signature throughout the entire lifecycle providing commercial, project and operations expertise.

On a regular basis, you will plan and drive the engagement with your customer to make sure there is clear direction and alignment. You will be the customers ambassador in the Enterprise Cloud Services organization to help drive our business in a dynamic, rapidly evolving environment.

What You'll Do: 

Expectations and task of the job:

• Develop and grow the client relationship by understanding their needs, packaging solutions that drive measurable business value and to be a trusted advisor to the customer
• Be the voice of the Client within SAP and be the point of contact for escalations and all other issues with regards to the engagement operations
• Lead the customer engagement and 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
• Ensures seamless alignment across multiple stakeholders, SAP Cloud Success Services, SI and Suppliers (SAP internal and external stakeholders) . Be an adviser to them and push back when required.
• Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
• Drive Customer Success – take accountability for ECS service and lead delivery excellence by consistently meeting our customer commitments
• Initiate Commercial Success – avoid service credits, continuously seek for improvement opportunities for upsell and engage sales/pre-sales for pursuit when potential opportunities
• Drive Digital Transformation Success – align our services to be able to deliver and achieve customer transformation strategy and goals.
• Lead and own engagement-planning and program-planning activities

What You Bring: 

Skills and competencies:

• Bachelors Degree or equivalent
• SAP Technology/ Basis, Application implementation and/or operation experience
• SAP consultant /SAP Project Manager experience with strong stakeholder management capability
• Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
• Excellent customer/ escalation management skills
• C-Level Customer Communication & Presentation (ability to translate between technical and non technical audience).
• Proven ability to work with customers on projects involving senior management level to influence and drive towards customer success.

Work Experience:

• 5+ years of experience in a customer-facing role
• Minimum one year of experience in project management 
• 3+ years of experience in SAP Basis and/or infrastructure operation/development/Application Managed Services Service Delivery.