Senior Cloud Service Delivery Manager for Enterprise Solutions
hace 3 semanas
Unlock Your Potential with SAP
We are committed to helping the world run better. At SAP, we foster a collaborative culture that encourages learning, growth, and innovation. Our team is dedicated to delivering exceptional services that meet the evolving needs of our customers.
About the Role
The SAP Enterprise Cloud Services organization is responsible for providing cloud-hosted infrastructure and technical & application managed services to our SAP private cloud customers. As a Client Delivery Manager, you will be the primary point of contact for our customers, ensuring seamless delivery of our services and exceeding customer expectations.
Your Key Responsibilities
- Own and grow the client engagement for SAP Enterprise Cloud Services, acting as the voice of the customer within SAP.
- Accountable for the entire SAP ECS engagement, leading the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
- Setup proactive service plans and conduct regular service review meetings with clients (operational and strategic topics).
- Act as an 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.
What You Need to Succeed
- Fluency in Spanish and English is mandatory. Fluency in Italian, German, Portuguese, or Turkish language is an advantage.
- Proven track record in managing client engagements, e.g., in Service Delivery Management, Consulting, or Pre-Sales settings.
- Strong customer orientation with a focus on relationship, expectation, and de-escalation management.
- Good understanding of SAP Basis, system migration, 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 SAP's strategy and service portfolio.
- Ability to work effectively as a virtual member of a dynamic and dispersed team (remote).
- SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial.
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