Senior Client Delivery Manager Customer Engagement and 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.

ABOUT THE TEAM

SAP Customer engagement & Adoption connects strategy into execution ensuring consistent high-quality engagement while increasing speed focus and impact for our customers

Client Delivery Managers accelerates and simplifies customers business transformation byengaging with customers who run their SAP ERP Value stack with a world class level of availability security & resilienceon their preferred cloud infrastructure including Hyperscalers their own data center and the SAP data center allowing them toturn into cost-effective intelligent enterprises managed by Enterprise Cloud Services Global Cloud Operations.

The SAP Enterprise Cloud Services Global Cloud Operations portfolio - comprising private managed cloud deployment options for RISE with SAP 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 availabilityacross the application and infrastructure landscape.

We manage customer engagements across Southeast Asia.

ROLE DESCRIPTION

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers mainly focusing on S/4HANA private cloud edition S/4HANA Cloud Private tailored option and HANA Enterprise Cloud advanced Edition. 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.

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 internal SAP 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 Private cloud 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 Private Cloud 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 governance.
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 SAP teams for effective service delivery.

EDUCATION AND SKILLS

Required skills

• Education minimum bachelors degree preferably in engineering information technologies or MBA
• Good understanding of SAP Basis system migration and/or functional SAP applicationknowledge.
• Understanding of SAPs cloud business cloud and hybrid infrastructure cloud operation processes.
• Excellent understanding in managing delivery of cloud application services for large accounts.
• Excellent presentation and communication skills in English 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 leadership organisational 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.

Nice-to-have skills

• 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).

WORK EXPERIENCE

• Over 10 years of extensive experience in managing and delivering SAP consulting projects consistently operating in customer-facing roles.
• 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

LOCATION

This is a hybrid role which requires working from SAP Singapore office 3 days a week or on-site with customers or partners.

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.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

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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: 446465 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid