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.

What youll do

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure technical & application managed services to our SAP private cloud customers. The Client Delivery Manager is the main customer-facing representative of SAP ECS organization ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

What you bring

As Client Delivery Manager you will be responsible for the following tasks:

• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP for technical managed services.
• Accountable for entire SAP ECS engagement across all lifecycle phases lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.

• Setup proactive service plan and conduct regular service review meetings with clients (operational and strategic topics).
• Act as an (de-)escalation point for delivery-related topics (Incidents Service Requests and other customer requirements).
• Ensure seamless alignment across multiple ECS and other SAP internal and external stakeholders.
• Oversee client onboarding activities upgrade/migration projects and other service delivery initiatives.
• Support commercial change request management in the client lifecycle perform contract compliance and risk management (project and business risks).
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales teams.
• Share knowledge across CDM community.

What do you need to bring:

• Fluency in English is mandatory. Proficiency in Arabic or French language is an advantage.
• Min. 10 years of working experience in Cloud technology or Cloud Services.
• Strong customer orientation with a focus on relationship- expectation- and de-escalation management.
• Strong understanding ofSAP Basis system migrations and/or functional SAP application knowledge.
• Good understanding of technical infrastructure and virtualized system landscapes.
• Knowledge of IT trends their impact on business strategies and SAPs strategy and service portfolio.
• Ability to work effectively as a virtual member of a dynamic and dispersed team (remote)
• SAP Basis certification mandatory.
• IT Service Management Project Management Cloud and IT infrastructure certifications are beneficial.

Meet your team

ECS organization is a global organization and the regional CDM team is located across Middle East and Africa. We are highly diverse and positive spirited bunch of colleagues. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as make ECS organization a little better every day.

We ask for your application to be submitted in English language only
#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 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: 426366 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Additional Locations: #LI-Hybrid.

Required Experience:

Manager