Client Delivery Manager - (Cdm)

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About the Team The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise.
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.
We create a stable foundation for our customers' IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA.
With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation.
SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies, and standardize and optimize operations of SAP-centric solutions.
The mission of the CDE Organization is to maximize customer success by helping to manage complexity, ensure stable operations, mitigate risk, and lower total cost of operation, supporting customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.
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 and activities to fit the customers' needs and complexity.
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 growth of 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 and recognized as the escalation point for all issues regarding the ECS engagement while cooperatively planning and coordinating ECS-related requests.
The CDM is also in contact with customer's Management / C-Level and acts as a trusted advisor who grows the business by driving the client's digital transformation and generating higher customer value.
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.
The CDM role has variations depending on the customer's contract type.
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.
Set up the engagement, 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 (profitability reporting, balance sheet, invoicing, credits, penalties, etc.).
Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages.
Identify service improvements and delivery opportunities and realize the value for the client.
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 technical understanding of virtualized system landscapes is critical for this role.
Strong ability to translate between technical and non-technical audiences with confidence.
Strong engagement management, relationship building, and de-escalation skills.
Excellent presentation, communication, and moderator skills.
High competency in multi-tasking and ability to manage multiple engagements in parallel.
Accustomed to working in an international and global virtual matrix organization.
Experienced in the area of IT service providers and managing outsourcing engagements.
Understanding of SAP's cloud business, cloud and hybrid infrastructure, and cloud operation processes.
High proficiency in English & Spanish.
Additional languages are a big plus.
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.
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/desirable.
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 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 inclusion SAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best.
At SAP, 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 realize their full potential.
We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer.
We are committed to the values of Equal Employment Opportunity and provide 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 Recruiting Operations Team: ******.
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 (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 410895 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
Job Segment: Cloud, ERP, SAP, Computer Science, Project Manager, Technology #J-18808-Ljbffr