Client Delivery Engagement Manager, Enhanced Operations Services

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SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. The mission of SAP Enterprise Cloud Services (ECS) organization is to maximize customer success by taking over responsibility for smooth end to end operations and lowering customers total cost of operation.

 

As a CDE Manager for Enhanced Operations Services (EOS) engagements, we are looking for an accomplished Senior SAP leader to lead a team of Client Delivery Managers (CDM) and Technical Service Managers (TSM) delivering high-quality results consistently for our EOS customers. As a key member of ECS, you will be contributing to SAP's Global strategy of helping customers with adoption of SAP S/4HANA on their path to the Intelligent Enterprise.

 

SAP Enterprise Cloud Services (ECS) supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. We run the Intelligent Enterprise so they can be an Intelligent Enterprise. Our portfolio of SAP Private Cloud and SAP Cloud Application Services turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP.

 

The CDE Manager for EOS engagements is ensuring  Customer Satisfaction throughout the Customer Lifecycle.  This role will be part of an existing ECS North America CDE management team with counterparts in North America reporting to the North American head of CDE.

 

What you’ll do 

• Key Management point of contact for all internal stakeholder organizations, inside/outside of Enterprise Cloud Services – Customer Delivery Engagement (CDE), including, but not limited to, License Sales, DBS Consulting, DBS Support, Cloud Infrastructure Services and Extended Cloud Delivery.
• Key counterpart to customer senior management for escalated issues.
• Establish strong working relationships with key internal stakeholder management (Services, License Sales, Customer Success, ECS Delivery) management.
• Ramp-up and continually enable the Client Delivery Management (CDM) team and Technical Service Management (TSM) team in alignment with their counterpart Management colleagues to ensure a consistent North America region CDE service for our EOS engagements. 
• Ensure alignment to Global ECS processes and procedures (local conditions as exceptions only).
• Support ECS Revenue and Delivery Margin Goals
• Support ECS Renewals Goals.
• Drive ECS Customer Satisfaction Goals.
• Provide Cost and Staffing Budgets and Plans, along with Monthly/Quarterly Forecast, in alignment with their management teams and the Head of the North America CDE unit.
• Drive CDE Improvement & Enablement Projects (local and Global), such as: 
  • CDE Unit Plan execution.
  • Preparation to deliver new ECS portfolio offerings.

 

What you’ll bring

• 7-10 years professional experience in the same / similar industry, out of which minimum 3 years in similar position
• We place high value on relevant personal qualities: customer-centricity, relationship building, resourcefulness, tenacity, high energy, self-confidence, and exceptional communication skills.
• General knowledge of the SAP Cloud Service Portfolio, especially the Enterprise Cloud Services and Cloud Application Services offerings.
• Strong track record in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings.
• Accustomed to working in an international / global virtual matrix organization.
• Well-developed analytical and structuring skills.
• Bachelor's degree required. Master's degree highly desirable either in technical related discipline such as Computer Science, Engineering or Business Management

  

Nice to have

• Perspective on current Cloud Hosting trends and their impact on business strategies
• People Management experience
• Project Management
• Change Management 

 

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