Client Delivery Manager Canada
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Job Location:
Monthly Salary:
Posted on:
20 hours ago
Vacancies:
1 Vacancy
Job Summary
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.
THE ROLE
Our Client Delivery Managers (CDM) work in close collaboration with the Technical and Project teams to serve our customers and provide quality remote and on-site services and activities to fit the customers needs and complexity.
After initial contract execution the CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement and is responsible for the delivery and performance of the contracted ECS services. CDMs act as a partly onsite trusted advisor who grows the business by developing and supporting growth of the client relationship for SAP ECS
The CDM cooperates closely with the customers technology and business stakeholders and is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement while cooperatively planning and coordinating ECS-related requests. The CDM is also in contact with customers Management / C-Level and acts as trusted advisor who grows the business by driving the clients digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on theService Level with the customer and advises on new services or other developments within SAP Enterprise Cloud Services that increase the business value for the customer.
The CDM role has variations depending on the customers contract type.
CDM TASKS
- Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
- Continuously increase client trusted advisor relationship with executives and key stakeholders
- Demonstrate accountability as the single orchestrator for end-to-end delivery.
- Set up the engagement manage all engagement delivery lifecycle phases after contract signature (on-boarding transition stabilization operations off-boarding)
- Ensure operational excellence on contract administration supported by ECS functions (profitability reporting invoicing credits penalties etc.)
- Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages
- Identify service improvements and delivery opportunities and realize the value for the client
- Track and report on business growth and upsell throughout the entire engagement lifecycle
- Expected to spend up to 80% of time onsite at client location
QUALIFICATION SKILLS and COMPETENCIES
- 10 years experience in SAP Basis and/or infrastructure operation/development
- 8 years experience in a customer-facing role
- Bachelors degree required; advanced degree preferred in Business Administration Computer Science Technical Engineering Economics or related field
- SAP Basis technology and/or functional knowledge are very important
- Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
- Strong ability to translate between technical and non-technical audience with confidence
- Strong engagement management relationship building and de-escalation skills
- Excellent presentation communication and moderator skills
- High competency in multi-tasking and ability to manage multiple engagements in parallel
- Strong project management skills & customer-facing experience
- Accustomed to working in an international and global virtual matrix organization
- Experienced in the area of IT service providers and managing outsourcing engagements
- Understanding of SAPs cloud business cloud and hybrid infrastructure and cloud operation processes
- Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE ITIL V4 Foundation or Expert Level Run SAP standards Solution Manager ALM) are beneficial
- Certification in project management methodology (e.g. PMP) is beneficial
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.
Qualified applicants will receive consideration for employment without regard to their age race religion national origin ethnicity gender (including pregnancy childbirth et al) sexual orientation gender identity or expression protected veteran status or disability in compliance with applicable federal state and local legal requirements.
SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAPs commitment to pay equity. SAP provides the hourly base salary rate range applicable for the posted role. The targeted range for this position is 130000 - 180000 (CAD) CAD. The actual amount to be offered to the successful candidates will be within that range dependent upon the key aspects of each case which may include education skills experience scope of the role location etc. as determined through the selection process. SAP offers limited benefits for employees hired into hourly or like roles subject to appliable plan/policy terms. A summary of benefits and eligibility requirements can be found by clicking this link: .
Due to the nature of the role which involves global interactions with SAP entities as well as with employees and stakeholders in Canada functional proficiency in English is required for positions based in the Quebec.
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: 447769 Work Area: Information Technology Expected Travel: 0 - 80% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid
Required Experience:
Manager
Key Skills
- Project Management Methodology
- Kanban
- Project / Program Management
- Agile
- Waterfall
- Project Leadership
- Application Development
- Project Management
- Scrum
- Microsoft Project
- SDLC
- Project Implementation
About Company
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer soluti ... View more
