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Senior Client Delivery Manager

2 weeks ago

Auckland City, New Zealand SAP Full time

**We help the world run better**

ABOUT THE TEAM

SAP Customer Delivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and delivers fixed-scope, proactive and outcome-based services across the entire SAP software stack to SAP’s RISE, PaaS and SaaS cloud and on-premises customers.

We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on-premise. The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security.

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 the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

Role

The 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

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

SAPECSCareers

**We build breakthroughs together**

**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 uniq