Principal Client Delivery Manager

3 days ago

Auckland City, New Zealand SAP Full time

**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. 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.

**What you will do**

The Principal Client Delivery Manager (CDM) oversees all aspects of the customer engagement from the point of contract signature throughout the entire lifecycle providing commercial, project and technical operations expertise. After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-2-end accountability of the engagement to deliver the contracted ECS services

Tasks
- Actively drives 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 & 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)
- 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, leverage and cross-sell opportunities and manage commercial change requests
- Participate in team-internal knowledge sharing and coach other team members
- Expected to spend up to 80% of time at client location with travel as required

**What you bring**

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 technology and/or functional knowledge preferred
- 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
- 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
- 8+ years experience in project management or SAP Operations
- 8+ years experience in a customer-facing role
- 8+ years experience in SAP Basis and/or infrastructure operation/development

**Meet** your team**

SAP Enterprise Cloud Services accelerates and simplifies customers’ business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises.

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

We manage customer engagements across Japan, Southeast Asia, India, ANZ, Korea, China, Taiwan and Hong Kong market units.

**Bring out your best**

**We win with inclusion**

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone - regardless of background - feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings t

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