Senior Client Delivery Manager, Enterprise Cloud Services, Palo Alto

We help the world run better

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. 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.

ABOUT THE TEAM

The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of Customer Engagement from the point of sale throughout the entire lifecycle, 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 and stakeholders. We are dedicated to customer centricity, client intimacy, and support of client lifecycle management.

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 to fit the customers' needs. After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement.

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.
• Create and maintain service plans for each customer to proactively manage operational risk.
• Identify service improvements and delivery opportunities.
• 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 understanding of virtualized system landscapes is critical for this role.
• 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.
• High proficiency in English; additional languages are a big plus.
• Knowledge and certifications in standards and methodologies for SAP IT operations are beneficial.
• Certification in project management methodology 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.

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software.

We win with inclusion

SAP’s culture of inclusion and flexible working models help ensure that everyone feels included and can run at their best. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender, sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency : The targeted combined range for this position is 123600 - 256100 (USD). The actual amount to be offered will depend upon various factors.

Requisition ID: 402858 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Location: Palo Alto, CA, US, 94304