Job Title: SAP ECS Client Delivery Manager (CDM)

Company: SAP SE
Department: Enterprise Cloud Services (ECS)

Role Overview

The SAP ECS Client Delivery Manager (CDM) is responsible for end-to-end service delivery, customer engagement, and operational excellence for customers hosted on SAP Enterprise Cloud Services. The CDM acts as the primary point of contact for the customer, ensuring high-quality service, SLA adherence, and continuous improvement.

Key Responsibilities

1. Customer Engagement & Relationship Management

Serve as the trusted advisor for ECS customers
Build strong relationships with customer stakeholders (IT, business, leadership)
Drive customer satisfaction and retention
Conduct regular service review meetings and governance calls

2. Service Delivery Management

Own end-to-end delivery of SAP ECS services
Ensure compliance with SLAs, KPIs, and contractual obligations
Coordinate across internal teams (BASIS, DB, Infra, Network, Security)
Monitor system health, availability, and performance

3. Incident & Problem Management

Oversee major incident management (MIM)
Ensure timely resolution and communication for critical issues
Drive root cause analysis (RCA) and preventive actions
Manage escalation handling and stakeholder communication

4. Commercial & Contractual Management

Understand customer contracts, scope, and service entitlements
Support renewals, upsell, and cross-sell opportunities
Track consumption and provide insights for optimization

5. Risk & Compliance Management

Identify delivery risks and implement mitigation plans
Ensure compliance with security, audit, and regulatory requirements

Required Skills & Qualifications

Technical Skills

Strong understanding of:

SAP landscapes (S/4HANA, ECC, BW, etc.)
Cloud infrastructure (Azure, AWS, Google Cloud Platform)
SAP BASIS and operations concepts

Knowledge of ITSM tools (e.g., ServiceNow)
Familiarity with monitoring tools and system operations

Functional & Leadership Skills

Strong stakeholder management and communication skills
Experience in service delivery / project management
Ability to handle high-pressure situations and escalations
Analytical and problem-solving mindset

Experience

8–15 years of experience in SAP delivery / support roles
Prior experience in managed services or cloud delivery preferred
Experience working with global customers

Certifications (Preferred)

ITIL Foundation / Expert
SAP certifications (BASIS / HANA / Cloud)
Project Management (PMP / Prince2)

Best Regards,
Tanuj Chand

Senior - Talent Acquisition

Tanuj.chand

8716 Silver Hall Road, Perry Hall, Maryland 21128, USA

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IBU Consulting, LLC

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SAP ECS Client Delivery Manager (CDM)