Client Engagement Manager for SAP Enterprise Cloud Services

hace 3 semanas

Barcelona, Barcelona, España SAP A tiempo completo
Job Description

About the Role

The Client Delivery Manager plays a crucial role in serving our customers and providing quality remote and on-site services to fit their needs and complexity. After initial contract execution, this individual is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement. They are responsible for delivering and performing contracted ECS services, acting as a trusted advisor who grows the business by developing and supporting growth of the client relationship for SAP ECS.

This role involves close collaboration with the Technical and Project teams, customer's technology and business stakeholders, and is recognized as the escalation point for all issues related to the ECS engagement. The Client Delivery Manager also works with customer's Management / C-Level, advising on new services or other developments within SAP Enterprise Cloud Services that increase business value for the customer.

Key Responsibilities

  • Develop a strategic engagement with clients to establish focus on core services delivered.
  • Increase client trusted advisor relationships with executives and key stakeholders.
  • Demonstrate accountability as the single orchestrator for end-to-end delivery.
  • Set up engagements, manage delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding).
  • E nsure operational excellence on contract administration supported by ECS functions (profitability reporting, balance sheet, 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.

About the Team

The Customer Delivery Engagement (CDE) organization is the global team within SAP Enterprise Cloud Services overseeing all aspects of customer engagement from the point of sale throughout the entire lifecycle and providing commercial, project, and technical operations expertise. They deliver fixed-scope, proactive, and outcome-based services across the entire SAP software stack to SAP's RISE customers.

Required Skills and Qualifications

  • Bachelor's 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 audiences 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.
  • Experienced in IT service providers and managing outsourcing engagements.
  • Understanding of SAP's cloud business, cloud, and hybrid infrastructure, and cloud operation processes.

Benefits

SAP offers a highly collaborative, caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options for you to choose from. This includes:

  • A competitive salary range of $100,000 - $150,000 per year, depending on experience.
  • A comprehensive benefits package including medical, dental, and vision insurance, 401(k) matching, and paid time off.
  • Opportunities for professional growth and development through training and education programs.
  • A diverse and inclusive work environment that values diversity, equity, and inclusion.
  • A commitment to work-life balance and flexibility.

About SAP

SAP is a global leader in enterprise application software, helping companies of all sizes and industries run better. Our 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.

How to Apply

If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team, please submit your application, including your resume and a cover letter outlining your qualifications and experience.

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