Client Delivery Manager Expert Customer Engagement & Adoption

We help the world run better
At SAP we keep it simple: you bring your best to us and well bring out the best in you. Were builders touching over 20 industries and 80% of global commerce and we need your unique talents to help shape whats next. The work is challenging but it matters. Youll find a place where you can be yourself prioritize your wellbeing and truly belong. Whats in it for you Constant learning skill growth great benefits and a team that wants you to grow and succeed.

What youll do

TheSenior Global CDM CoEis asenior expert and strategic enablerresponsible for shaping scaling and governing advanced CDM practices globally.
This role supports regions onhighimpact initiativessuch asCustomer Readinessworkshops presales engagement AIenabled use cases crisis/escalation supportCommitto Consumepracticesand other strategic programmes that directly influence customer outcomes revenue protection and adoption success.

This is not an operational delivery role but a thoughtleadership and enablement position that amplifies CDM impact across regions.

Client Leadership:

• Act as a global trusted advisor for complex highrisk and strategic customer engagements.
• Support regions with Customer Readiness workshops executivelevel customer discussions and critical escalations.
• Provide senior guidance on customer lifecycle strategy adoption readiness and governance setup.
• Represent the CDM CoE in executive steering crisis situations and crossLoBcustomer scenarios.

Contract Adherence:

• Ensure CDM best practices uphold contractual commitments service scope and governance frameworks across regions.
• Provide expert guidance on contract interpretation lifecycle milestones and entitlement usage.
• Support regions in proactively identifying and mitigating risks related to contractual compliance and service delivery.
• Act as an expert reference for presalesand postsignature contractual readiness discussions.

End-to-end Contract ownership for delivery of service:

• Enable regions to consistently apply endtoend lifecycle ownership from contract signature through steadystate operations.
• Provide escalation support where delivery risks threaten service continuity or customer outcomes.

RevenueManagement:

• Guide regions onrevenue realization awarenessandoptimisationstrategies within large and complex customer engagements.
• Support identification of value acceleration opportunities adoption levers and expansion readiness.
• Partner with Sales and presales teams to provide governance risk and lifecycle input for strategic deals.

Compliance & Risk Management:

• Act as a subjectmatter expert for risk identification SOXrelevant controls and operational compliance.
• Provide structured escalation handling rootcause analysis guidance and correctiveaction oversight.

Continuous Improvement and Communication:

• Define and maintain global CDM playbooks frameworks and best practices for advanced scenarios.
• Contribute to strategic initiatives such as AI enablement automation and new engagement models ensuring they are grounded in real customer needs.

What you bring

• Bachelorsdegree (preferably in engineering information technologies or an MBA).
• Good understanding of SAP Basis system migration and/or functional SAP applicationknowledge.
• Understanding of SAPs cloud business and cloud and hybrid infrastructure as well as cloud operation processes. Excellent understanding of managing the delivery of cloud application services for large accounts.
• Excellent presentation and communication skillsinEnglish ability to switch communication styles for technical and non-technical audiences with confidence including management level at customers
• High competency in multi-tasking and ability to manage multiple engagements in parallel
• Pro-active problem-solving can-do attitude and customer first mindset.
• Strong engagement management relationship building and de-escalation skills
• Exceptional leadershiporganisationaland interpersonal skills; ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management clients peers and team members.

Preferred skills

• Certification instandards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Leveletc.) Project Management Professional (PMP) certificationor SAP Enterprise Architecture Framework certification.
• Fundamental knowledge or formal training in managing IT-enabled services within digital and highly automated environments such as High-Velocity IT (HVIT).
• Act as role modelswithrelevant experience in peer coachingandmentoringforseniosprofessionals andfostering a collaborative team culture.
• Exposure to AI automation or digital transformation initiatives.
• Move beyond listening. Emphasize your ability to identify the underlying pain points that a customer may not be explicitly stating anticipating their needs before they arise.
• Proactively identify and drive strategic projectsto support initiatives impacting both internal and customer facing.

Work experience

• 10years of extensive experience in managing and delivering SAP consulting projects consistently operating in customer-facing roles.
• 7 years of expertise in project management overseeing service delivery for large-scale high-risk and strategic projects/programs within SAP Enterprise Cloud/On-Premises solutions for enterprise clients and IT consulting firms.
• 5 years of leadingand developing highperforming crossfunctional teams in complex global environments.

LOCATION

Position can be filled in EMEA or MEE countries

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
SAPs 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 world.

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Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 452661 Work Area: Consulting and Professional Services Expected Travel: 0 - 50% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid