SAP ECS Client Delivery Manager (CDM)

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)