Job Role - SAP Customer Delivery Manager
Location : Remote Working
The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement
The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.
The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered, and that change requests are processed in a timely manner.
Day to Day job Duties: (what this person will do on a daily/weekly basis)
- Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
- Lead the customer engagement and ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
- Perform administrative tasks required to manage the engagement (staffing, reporting and controlling).
- Manage proactive delivery of service plans and reactive support requests
- Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
- Drive transformation and onboarding towards SAP Cloud Solutions
- Drives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
- Achieve customer reference collateral and customer satisfaction responses
- Deliver best through proactive mindset and de-escalate critical customer situations
- Protect and grow engagement scope and manage commercial change requests
- Participate in team-internal knowledge sharing and coach other team members
Basic Qualifications:
(what are the skills required to this job with minimum years of experience on each)
- Minimum 4+ years of experience in project management or SAP Operations
- Minimum 4+ years of experience in a customer-facing role
- Minimum 4 to 6 years of experience in service management capacity managing multiple clients.
- Must have Knowledge of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
- Experienced in IT service providers and managing outsourcing engagements.
- 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 project management skills & customer-facing experience
- Strong ability to translate between technical and non-technical audience 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
- High proficiency in English. Additional languages are a big plus
Travel: This position requires someone to travel 20% to work from client locations.
Degree: Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
Nice to Have; (But not a must)
Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
