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IT Services Business Consultant

2 months ago

Dublin, California, United States SAP Full time
About SAP:

At SAP, we empower individuals to excel in their roles. Our organizational culture emphasizes teamwork and a collective commitment to enhancing global operations.

Our Mission:
We dedicate ourselves daily to laying the groundwork for the future, fostering an inclusive workplace that appreciates diversity, promotes flexibility, and aligns with our purpose-driven objectives.

What We Offer:
We provide a supportive, collaborative environment focused on personal growth and development, acknowledging your unique contributions, and offering a variety of benefits tailored to your needs.


Position Overview:

The SAP Enterprise Cloud Services (ECS) division is tasked with delivering cloud-based infrastructure and technical/application management services to our private cloud clientele.

The Client Delivery Manager serves as the primary liaison for SAP ECS, ensuring comprehensive accountability for service delivery and client satisfaction throughout the engagement lifecycle.


Key Responsibilities:
  • Manage and enhance client relationships for SAP Enterprise Cloud Services, acting as the client's advocate within SAP.
  • Oversee the entire SAP ECS engagement, coordinating with various ECS functions to fulfill contractual obligations and meet client expectations.
  • Establish proactive service strategies and facilitate regular review meetings with clients to discuss operational and strategic matters.
  • Serve as a point of escalation for delivery-related issues, including incidents and service requests.
  • Ensure alignment among multiple ECS and SAP stakeholders, both internal and external.
  • Supervise client onboarding, upgrade/migration initiatives, and other service delivery projects.
  • Assist in managing commercial change requests, ensuring contract compliance, and identifying project and business risks.
  • Support the promotion of additional ECS services and aid in contract renewals in collaboration with SAP sales and presales teams.

Qualifications:

Fluency in English is essential. A proven history of managing client engagements in Service Delivery Management, Consulting, or Pre-Sales environments is required.

Demonstrated customer focus with expertise in relationship management, expectation setting, and de-escalation strategies is crucial.

Familiarity with SAP Basis, system migrations, and functional SAP applications is beneficial, along with a solid understanding of technical infrastructure and virtualized environments.

Knowledge of current IT trends and their implications for business strategies, as well as SAP's service offerings, is advantageous.

Ability to work effectively as part of a dynamic, remote team is necessary. Certifications in SAP Basis, IT Service Management, Project Management, Cloud, and IT infrastructure are preferred.


Team Dynamics:

The ECS organization operates globally, with regional Client Delivery Manager teams spread across six regions. We pride ourselves on our diversity and positive team spirit.

Alongside our commitment to customer satisfaction, we prioritize internal knowledge sharing and collaboration, striving to enhance the ECS organization continuously.

We invite applications to be submitted in English only.


Our Commitment:

SAP is dedicated to fostering an inclusive workplace, focusing on health and well-being, and offering flexible work arrangements to ensure that every individual feels valued and can perform at their best.

We believe that our strength lies in the unique talents and qualities each person brings to our organization, and we invest in our employees to help them reach their full potential.

As an equal opportunity employer, SAP is committed to the principles of Equal Employment Opportunity and provides accommodations for applicants with disabilities.