Client Delivery Manager (CDM)

Position:

T2: Client Delivery Manager (CDM) MEE

T3: Senior Client Delivery Manager MEE

T4 Principal Client Delivery Manager

Location: Remote

Job Description:

T2: Client Delivery Manager (CDM) MEE

What you`ll do:

Summary:

You will be the main point of contact for SAP's private cloud customers - this includes our offerings RISE with SAP S/4HANA Cloud, private edition, SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). On a regular basis, you will align with your customers, plan and steer the engagement together with your customer. You will be the customer s ambassador in the Enterprise Cloud Services organization and help to drive our business in a dynamic, rapidly evolving environment.

The Role:

Your main goals will be customer satisfaction and commercial success while driving the end-to-end customer engagement through onboarding, run and renewal phases. You will have three main areas of responsibility:

1. Engagement Management: Plan & review of services in accordance with the customer s requirements, manage Stakeholders
2. Delivery Management: Day-to-day operations, support of projects, de-escalate critical engagements
3. Account Management: Commercial account management and increase of customer satisfaction

Accompanying our customers on their cloud journey is a challenging and exciting opportunity for personal and professional growth and experience as you engage with our customers of various sizes, backgrounds, and industries to manage their mission critical SAP landscapes.

What you bring:

• Bachelor s degree or equivalent in a business or technology related field (e. g. Computer Science, Business Administration, etc.)
• Excellent presentation and communication skills in German and English, ability to switch communication styles for technical and non-technical audience with confidence, including management level at customers
• Pro-active, problem solving, "can-do" attitude and customer first mindset.
• Strong engagement management, relationship building and de-escalation skills
• Good understanding of SAP's cloud business, especially private cloud offerings
• Accustomed to work in international environments
• 2+ years of experience in a customer-facing role in the cloud or IT consulting business

Meet your team:

This is your opportunity to become part of an amazing international team, lead by a co-leadership team, in a fast-growing organization which provides you a lot of room for personal development. ECS is a truly global organization, the CDM teams are working in a hybrid remote/ onsite environment so that you find the setup that fits your needs.

T3: Senior Client Delivery Manager MEE

What you`ll do:

Summary:

You will be the main point of contact for SAP's private cloud customers - this includes our offerings RISE with SAP S/4HANA Cloud, private edition, SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). On a regular basis, you will align with your customers, plan and steer the engagement together with your customer. You will be the customer s ambassador in the Enterprise Cloud Services organization and help to drive our business in a dynamic, rapidly evolving environment.

The Role:

Your main goals will be customer satisfaction and commercial success while driving the end-to-end customer engagement through onboarding, run and renewal phases. You will have three main areas of responsibility:

1. Engagement Management: Plan & review of services in accordance with the customer s requirements, manage Stakeholders
2. Delivery Management: Day-to-day operations, support of projects, de-escalate critical engagements
3. Account Management: Commercial account management and increase of customer satisfaction

Accompanying our customers on their cloud journey is a challenging and exciting opportunity for personal and professional growth and experience as you engage with our customers of various sizes, backgrounds, and industries to manage their mission critical SAP landscapes.

What you bring:

• Bachelor or master s degree in a business or technology related field (e.g. Computer Science, Business Administration, etc.)
• Excellent presentation and communication skills in German and English, ability to switch communication styles for technical and non-technical audience with confidence, including management level at customers
• Pro-active, problem solving, "can-do" attitude and customer first mindset.
• Strong engagement management, relationship building and de-escalation skills
• Good understanding of SAP's cloud business, especially private cloud offerings
• Accustomed to work in international environments
• 4+ years of experience in a customer-facing role in the cloud or IT consulting business

Meet your team:

This is your opportunity to become part of an amazing international team, lead by a co-leadership team, in a fast-growing organization which provides you a lot of room for personal development. ECS is a truly global organization, the CDM teams are working in a hybrid remote/onsite environment so that you find the setup that fits your needs.

T4 Principal Client Delivery Manager

What you ll do:

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 ECS organization ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

What you bring:

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 ECS engagement, lead the engagement with supporting 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 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 ECS offerings and support contract renewal in alignment with SAP sales and presales teams.
• Share knowledge across CDM community

What do you need to bring:

• Fluency in English is mandatory
• 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 (remote)
• SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial.
• 10+ years of experience in a customer-facing role in the cloud or IT consulting business

Meet your team:

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 ECS organization a little better every day.