Senior Client Delivery Manager

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 choosefrom.

ABOUT THE TEAM

SAP Enterprise Cloud Services accelerates and simplifies customers business transformation byrunning 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 allowing them to turn into cost-effective intelligent enterprises.

The SAP Enterprise Cloud Services portfolio - comprising private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services - empowers customers to run a modern intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model resilient best in class technology and assured IT governance to ensure production availability across the application and infrastructure landscape.

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages customers can focus on innovation for the future with a focus on flexibility and simplification.

We manage customer engagements across Japan Southeast Asia India ANZ Korea China Taiwan and Hong Kong market units.

SAP Enterprise Cloud Services SAP SAP ERP

RISE with SAPSAP ERP SAP Cloud Application Services ERP

IT

SAP Cloud Application Services

ANZ

ROLE DESCRIPTION

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services mainly focusing on HANA Enterprise Cloud (HEC) S/4HANA private cloud edition S/4HANA Cloud extended Edition HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The CDM drives end-to-end customer engagement from signature onwards particularly customer onboarding continuous service delivery release and maintenance project initiation architecture and governance coaching relationship management and renewal initiation. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management to build strong relationships with key customer stakeholders and help customers maximize the value of their partnership with SAP

Client Delivery ManagerCDMSAP Enterprise Cloud Services SAP S/4HANAHANAS/4HANAHANA

CDM SAP

RESPONSIBILITIES

1. Client Leadership: Cultivate and implement robust strategic engagement frameworks for major APAC customers ensuring direct oversight and a concentrated focus on core service delivery. Nurture and sustain high-level collaborative relationships with client executive teams and ECS stakeholders at both regional and global levels to drive exceptional customer satisfaction.
2. End-to-end ownership for delivery of service: Assume & demonstrate full accountability as the principal orchestrator of the entire service delivery lifecycle. Foster a performance-driven and collaborative environment through active delivery engagement and effective internal stakeholder managementfrom contract execution through to ongoing support and proactive de-escalation of high-value accounts.
3. Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to clients level of maturity Safeguarding ECS Revenue contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives
4. Contract Adherence: Understand the customers business ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customers business & ensure all service engagements strictly comply with contractual obligations and governance frameworks.
5. Compliance & Risk Management: Proactively manage operational security risks by ensuring that maintenance activities are executed promptly and compliance reports are transparently communicated. Mitigate potential risks through timely escalation resolutions and systematic root cause analyses thereby maintaining robust risk governanc
6. Continuous Improvement and Communication: Create a culture of pro-active problem management continually improve the effectiveness and efficiency of services delivered to customer showcasing the value delivered. Maintain clear structured communication with stakeholders through regular governance meetings and escalation protocols thereby ensuring transparent collaboration across internal ECS teams for effective service delivery

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EDUCATION AND SKILLS

Required skills

• Over 5 years of experience in managing and delivering SAP consulting or support projects consistently operating in customer-facing roles.
• Strong in project management overseeing service delivery for strategic projects/programs within SAP Enterprise Cloud /On-Premises solutions for enterprise clients and IT consulting firms.
• Understanding of SAPs cloud ERP business offerings (ex. Cloud ERP Private a.k.a RISE with SAP)
• Hands-on experience of SAP Basis and/or certified in at least one major Hyperscaler platform - technology infrastructure related certifications - AWS Certified Solutions Architect Associate / Microsoft Azure Administrator Associate(AZ-104) / Google Cloud certified Associate Cloud Engineer etc.
• Foundational understanding of the SAP or cloud operations including the basic understanding of basic network setup high availability and disaster recovery (HA/DR) setup integrations and related components etc.
• Native level presentation and communication skills in Japanese ability to switch communication styles for technical and non-technical audiences with confidence including management level at customers.
• Business Level in English.
• 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

Preferred skills

• SAP Basis/HANA and/or any of the Hyperscaler (AWS Azure or GCP) certifications
• Certification in Project Management e.g. PMP etc.
• Certification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level etc.)
• Fundamental knowledge or formal training in managing IT-enabled services within digital and highly automated environments such as High-Velocity IT (HVIT).

• SAP5
• SAP
• SAPERPRISE with SAPCloud ERP Private
• SAP BasisAWSAzureGCPAWS Certified Solutions Architect Associate / Microsoft Azure Administrator Associate(AZ-104) / Google Cloud certified Associate Cloud Engineer
• SAPHA/DR
• Can DoCustomer First

• SAP Basis/HANAAWSAzureGCP
• PMP
• SAP ITSAP ITIL V4 FoundationExpert
• ITHigh-Velocity ITHVIT

#SAPECSCareers

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

Requisition ID: 409566 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.