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Senior Client Delivery Manager

4 months ago

Newtown Square, Pennsylvania, United States 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.


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 PaaS and SaaS cloud and on-premise customers. We manage a variety of customer engagements in Enterprise Cloud Services, 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.

THE ROLE

The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement

The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.

The CDM ensures that SAP Enterprise Cloud Services customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered and that change requests are processed in a timely manner.

The CDM cooperates closely with the customers' IT department and business stakeholders, cooperatively planning and coordinating service requests. Also the CDM is in contact with the 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.

Some of the CDM's task include:

· Actively drives the 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)

· Drive transformation and onboarding towards SAP Cloud Solutions

· 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 through proactive mindset and de-escalate critical customer situations

· Protect and grow engagement scope and manage commercial change requests

· Participate in team-internal knowledge sharing and coach other team members

· Expected to spend up to 10% 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

· 5+ years experience in project management or SAP Operations

· 5+ years experience in a customer-facing role


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Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. 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 and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can 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 to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.

SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:

For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

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 (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP's commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

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

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