Principle Client Delivery Manager

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Our company culture is focused on helping our employees enable innovation by building breakthroughs together. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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. Apply now!

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Principal Client Delivery Manager is the main customer-facing representative of SAP Enterprise Cloud Services (ECS) organization ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

 

What you’ll do

As Principal Client Delivery Manager you will be responsible for the following tasks:

• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP.
• Accountable for entire SAP Enterprise Cloud Services (ECS) engagement, lead the engagement with supporting Enterprise Cloud Services (ECS) functions and roles to deliver as per contract scope and in line with customer expectations.
• Setup proactive service plan and conduct regular service review meetings with clients (operational and strategic topics).
• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).
• Ensure seamless alignment across multiple Enterprise Cloud Services (ECS) and other SAP internal and external stakeholders.
• Oversee client onboarding activities, upgrade/migration projects, and other service delivery initiatives.
• Support commercial change request management in the client lifecycle, perform contract compliance and risk management (project and business risks).
• Support the positioning of additional Enterprise Cloud Services (ECS) offerings and support contract renewal in alignment with SAP sales and presales teams.
• Share knowledge across Client Delivery Manager community.

 

What do you need to bring:

• Proven track record in managing client engagements, e.g. in Service Delivery Management, Consulting, or Pre-Sales settings.
• Strong customer orientation with a focus on relationship-, expectation- and de-escalation management.
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
• Good understanding of technical infrastructure and virtualized system landscapes.
• Knowledge of IT trends, their impact on business strategies, and SAP’s strategy and service portfolio.
• Ability to work effectively as a virtual member of a dynamic and dispersed team.
• SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial.
• Fluency in English is mandatory

 

Meet your team

SAP Enterprise Cloud Services (ECS) organization is a global organization and the regional CDM teams are located across 6 regions. We are highly diverse and positive spirited bunch of colleagues. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as make this organization a little better every day.

 

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We build breakthroughs together

SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.

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 unleas