SAP Client Delivery Manager
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Key skills for this role
About the Role
NTT DATA seeks an SAP Client Delivery Manager to serve as the main contact for ECS customers, managing account activities and ensuring contractually agreed services are rendered.
Key Skills for This Role
Responsibilities
- Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
- Lead the customer engagement and ensures seamless alignment across multiple internal and external stakeholders
- Perform administrative tasks required to manage the engagement (staffing, reporting and controlling)
- Manage proactive delivery of service plans and reactive support requests
- Host regular status and governance meetings with customers and other SAP stakeholders
- Drive transformation and onboarding towards SAP Cloud Solutions
- Drives end to end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
- Achieve customer reference collateral and customer satisfaction responses
- Deliver best through proactive mindset and de escalate critical customer situations
- Protect and grow engagement scope and manage commercial change requests
- Participate in team internal knowledge sharing and coach other team members
Requirements
- Minimum 5+ years of experience in project management or SAP Operations
- Minimum 5+ years of experience in a customer facing role
- Minimum 5+ years of experience in service management capacity managing multiple clients
- Minimum 3+ years of experience in SAP cloud business, cloud and hybrid infrastructure, and cloud operations processes
- Minimum 3+ years of experience in SAP Basis and SAP technology stack including ECC, S/4HANA, and NetWeaver
- Minimum 3+ years of experience in SAP HANA and enterprise databases (Oracle, SQL Server, DB2)
- Minimum 3+ years of experience in Linux, Unix, and Windows operating systems supporting SAP environments
- Minimum 3+ years of experience in hyperscaler platforms (Microsoft Azure and/or AWS) and cloud/hybrid SAP landscapes
- Minimum 3+ years of experience in technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades/migrations
- Bachelor's degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
- Travel: 20% to work from client locations
Full Job Posting
About the Team
- SAP Customer Delivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and delivers fixed scope, proactive and outcome based services across the entire SAP software stack to SAP’s PaaS and SaaS cloud and on premise customers.
- We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on premise.
- The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security.
The Role
- The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement.
- The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers.
- The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects.
- The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.
Day to Day Job Duties
- Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization.
- Lead the customer engagement and ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners.
- Perform administrative tasks required to manage the engagement (staffing, reporting and controlling).
- Manage proactive delivery of service plans and reactive support requests.
- Host regular status and governance meetings with customers and other SAP stakeholders (extended account team).
- Drive transformation and onboarding towards SAP Cloud Solutions.
- Drives end to end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing.
- Achieve customer reference collateral and customer satisfaction responses.
- Deliver best through proactive mindset and de escalate critical customer situations.
- Protect and grow engagement scope and manage commercial change requests.
- Participate in team internal knowledge sharing and coach other team members.
Basic Qualifications
- Minimum 5+ years of experience in project management or SAP Operations.
- Minimum 5+ years of experience in a customer facing role.
- Minimum 5+ years of experience in service management capacity managing multiple clients.
- Minimum 3+ years of experience in SAP cloud business, cloud and hybrid infrastructure, and cloud operations processes.
- Minimum 3+ years of experience in SAP Basis and SAP technology stack including ECC, S/4HANA, and NetWeaver.
- Minimum 3+ years of experience in SAP HANA and enterprise databases (Oracle, SQL Server, DB2).
- Minimum 3+ years of experience in Linux, Unix, and Windows operating systems supporting SAP environments.
- Minimum 3+ years of experience in hyperscaler platforms (Microsoft Azure and/or AWS) and cloud/hybrid SAP landscapes.
- Minimum 3+ years of experience in technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades/migrations.
- Travel: This position requires someone to travel 20% to work from client locations.
- Degree: Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field.
Nice to Have
- Experienced in IT service providers and managing outsourcing engagements.
- Strong project management skills customer facing experience.
- 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.
- Accustomed to working in an international and global virtual matrix organization.
- High proficiency in English. Additional languages are a big plus.
- 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.
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