Senior Client Delivery Manager, Enterprise Cloud Services, Palo Alto

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At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. 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.

ABOUT THE TEAM

The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services organization overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. They deliver fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE customers.

The CDE team combines all customer-facing roles inside ECS and presents SAP as "One Voice" through coordinated communication at all levels to our clients, internal and external stakeholders. We are dedicated to customer centricity, client intimacy, and support of client lifecycle management.

We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize customer success by helping to manage complexity, ensure stable operations, mitigate risk, and lower total cost of operation, supporting customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

THE ROLE

Our Client Delivery Managers (CDM) work in close collaboration with the Technical and Project teams to serve our customers and provide quality remote and on-site services and activities to fit the customers' needs and complexity.

After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement and is responsible for the delivery and performance of the contracted ECS services. CDMs act as a partly onsite trusted advisor who grows the business by developing and supporting growth of the client relationship for SAP ECS.

The CDM cooperates closely with the customers’ technology and business stakeholders and is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement while cooperatively planning and coordinating ECS-related requests. The CDM is also in contact with customer's Management / C-Level and acts as trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP Enterprise Cloud Services that increase the business value for the customer.

The CDM role has variations depending on the customer’s contract type.

CDM TASKS

• Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
• Continuously increase client trusted advisor relationship with executives and key stakeholders.
• Demonstrate accountability as the single orchestrator for end-to-end delivery.
• Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding).
• Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.).
• Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages.
• Identify service improvements and delivery opportunities and realize the value for the client.
• Track and report on business growth and upsell throughout the entire engagement lifecycle.
• Expected to spend up to 20% of time onsite at client location.

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field.
• 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.
• Experienced in the area of IT service providers and managing outsourcing engagements.
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes.
• High proficiency in English. Additional languages are a big plus.
• 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.
• Certification in project management methodology (e.g. PMP) is beneficial.

WORK EXPERIENCE

• 4~6+ years’ experience in project management or SAP Operations.
• 4~6+ years’ experience in a customer-facing role.
• 8+ years' experience in SAP Basis and/or infrastructure operation/development is preferred.