Client Delivery Manager Expert

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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.

所属する組織について

SAP Enterprise Cloud Services はお客様が選択するクラウドインフラハイパースケーラー自社データセンターSAP データセンターなど上で SAP ERP バリュースタックを稼働させることで世界水準の可用性セキュリティレジリエンスを実現しビジネス変革の加速と簡素化を支援しますこれによりお客様はコスト効率に優れたインテリジェント企業への進化を実現できます

当サービスのポートフォリオにはRISE with SAPに対応したプライベートマネージドクラウドの導入オプションに加えSAP ERP の価値をさらに高める SAP Cloud Application Services が含まれていますこれによりお客様はクラウド上でモダンかつインテリジェントな ERP システムを運用することが可能になります

私たちはスケーラブルかつ柔軟な運用モデル最高水準のレジリエントなテクノロジーそして確実な IT ガバナンスを提供しアプリケーションおよびインフラ全体にわたる本番環境の安定稼働を支えています

また機能面技術面の両サービスを通じてお客様はオンプレミス環境と同等のコントロールをクラウド環境でも維持することができますさらにSAP Cloud Application Services の追加パッケージを組み合わせることで将来のイノベーションに注力しながら柔軟性とシンプルさを重視した運用が可能となります

現在私たちは日本東南アジアインドオーストラリアニュージーランドANZ韓国中国台湾香港といったマーケットユニットにおいてお客様とのパートナーシップを推進しています

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 ManagerCDMはSAP Enterprise Cloud Services のクラウドサービスをご利用いただいているお客様に対する主要な窓口としての役割を担います主にSAP S/4HANAクラウドプライベートエディションHANAエンタープライズクラウドS/4HANAクラウド拡張エディションHANAエンタープライズクラウドアドバンストエディションそしてクラウドアプリケーションサービスを対象としたサービス提供に携わります

CDM は契約締結後からお客様とのエンゲージメント全体をリードしオンボーディング継続的なサービス提供リリース保守プロジェクトの立ち上げアーキテクチャおよびガバナンスの支援関係構築契約更新の推進などを担当しますお客様の満足度を維持向上させるため課題解決やエスカレーション対応を行い信頼関係を構築しながらSAPとのパートナーシップから最大限の価値を引き出せるよう支援します

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

1. クライアントリーダーシップ
   お客様との戦略的な関係構築を通じて提供サービスの本質にフォーカスしたエンゲージメントを推進します主要なステークホルダーとの信頼関係を構築維持します
2. サービス提供のエンドツーエンド責任
   サービス全体の提供に対する責任者としてパフォーマンスと協業の文化を醸成し社内外の関係者との連携を通じて円滑なデリバリーを実現します
3. 収益性の管理
   アカウントのコストを積極的に管理しお客様のビジネスニーズを理解した上で成熟度に応じた革新的なソリューションを提案しますECSの収益保護や契約更新も含まれます
4. 契約遵守
   お客様のビジネスECSの技術的契約的側面を深く理解しSAPサービスがビジネスにとっていかに重要であるかを把握した上で適切なサービス提供を行います
5. コンプライアンスおよびリスク管理
   運用上のセキュリティリスクを積極的に管理し保守作業の迅速な対応コンプライアンスレポートの共有リスクレターの解消などを通じてリスクを最小化します
6. 継続的な改善とコミュニケーション
   プロアクティブな課題管理の文化を醸成しサービスの効果と効率を継続的に改善します

EDUCATION AND SKILLS

Required skills

• Over 12years of experience in managing and delivering SAP consulting or support projects consistently operating in customer-facing roles.
• Over 5 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
• Minimum 2 years of customer facing experience with senior stakeholders like CXOs/General Manager/Vice Presidents etc.
• 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 (AWS Azure or GCP) technology infrastructure related certifications.
• Good understanding of SAP cloud migration process with basic understanding of network design High Availability and Disaster Recovery setup integrations etc.
• Excellent understanding in managing delivery of cloud operations for large accounts.
• Native level presentation and communication skills in Japaneseability to switch communication styles for technical and non-technical audiences with confidence including management level at customers
• Excellent skills 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 and proven engagement management relationship building and de-escalation skills
• Exceptional leadership organizational and 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

• SAP Basis/HANA 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).

必須スキル

• SAPのコンサルティングまたはサポートプロジェクトにおいて顧客対応の役割で12年以上の経験があること
• SAPエンタープライズクラウドやオンプレミスソリューションにおける大規模高リスク戦略的なプロジェクトプログラムのサービス提供を監督するプロジェクト管理の経験が5年以上あること
• CXOゼネラルマネージャーヴァイスプレジデントなどの上級ステークホルダーとの顧客対応経験が2年以上あること
• SAPのクラウドERP製品例Cloud ERP Private通称RISE with SAPに関する理解
• SAP Basisの実務経験または主要なハイパースケーラーAWSAzureGCPのいずれかの認定資格を保有していること
• SAPクラウド移行プロセスに関する十分な理解およびネットワーク設計可用性災害復旧HA/DR構成統合などの基本的な理解
• 大規模アカウントにおけるクラウド運用の提供管理に関する優れた理解
• 日本語でのネイティブレベルのプレゼンテーションおよびコミュニケーション能力
• 英語での優れたコミュニケーション能力
• 複数の業務を並行して管理できる高いマルチタスク能力
• 積極的で問題解決志向Can DoCustomer Firstのマインドセット
• 卓越したリーダーシップ組織運営力対人スキル異なる専門分野や技術レベルの人々と円滑に協働できる能力経営層顧客同僚チームメンバーに対して明確簡潔丁寧なコミュニケーションができる能力

歓迎スキル

• SAP Basis/HANAまたはハイパースケーラーAWSAzureGCPの認定資格
• プロジェクト管理に関する認定資格例PMPなど
• SAP IT運用に関する標準手法の認定資格例SAP ITIL V4 FoundationまたはExpertレベルなど
• デジタルかつ高度に自動化された環境におけるITサービス管理に関する基礎知識または正式なトレーニング例High-Velocity ITHVITなど

#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:
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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: 409574 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.