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Principal Client Delivery Manager

2 months ago

Auckland, New Zealand Sap Full time

We help the world run betterAt 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 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 doThe 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.CDM governs customer relationship management, while advocating for the customer and bringing the power of Private managed cloud and Cloud application services to enrich customer experience. CDM provides coordinated communication at all levels with our client with a major focus on customer success, services adoption and securing renewals.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 bringEDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIESBachelor'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 EXPERIENCE8+ 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 teamSAP 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.Bring out your bestSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management.We win with inclusionSAP's culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone feels included and can run at their best. SAP is proud to be an equal opportunity workplace and is an affirmative action employer.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.Requisition ID: 409913 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
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