SAP ECS

Overview

We help the world run better. At SAP, we keep it simple: you bring your best to us, and we/'ll bring out the best in you. We operate across multiple industries and global commerce, and we value wellbeing, belonging, and growth. What/'s in it for you? Constant learning, skill growth, great benefits, and a team that wants you to succeed.

About the Team

SAP Enterprise Cloud Services accelerates and simplifies customers/' business transformation by running their SAP ERP Value stack with high availability, security, and resilience on their preferred cloud infrastructure, including hyperscalers, customer data centers, and the SAP data center. The portfolio includes private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services, empowering customers to run a modern, intelligent ERP system in the cloud. We offer a scalable operating model, resilient technology, and assured IT governance for production availability across application and infrastructure landscapes. We manage customer engagements across Japan, Southeast Asia, India, ANZ, Korea, China, Taiwan and Hong Kong market units.

Role Description

The Client Delivery Manager (CDM) serves as the primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The CDM drives end-to-end customer engagement from signature onwards, including onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM maintains customer satisfaction through issue mitigation and escalation management, builds strong relationships with key customer stakeholders, and helps customers maximize the value of their partnership with SAP.

Responsibilities

- Client Leadership: Develop a strategic engagement with the client, focusing on core service delivery and maintaining strong relationships with key stakeholders.
- End-to-end Delivery Ownership: Serve as the single orchestrator for end-to-end delivery, promoting a culture of performance and collaboration among delivery teams and internal stakeholders.
- Profitability Management: Proactively manage account costs, understand customer business needs to propose innovative solutions aligned with client maturity, safeguarding ECS revenue and contract renewals.
- Contract Adherence: Understand the customer/'s business and the technical and contractual aspects of services being delivered, recognizing the importance of SAP services to the customer/'s business.
- Compliance & Risk Management: Proactively manage operational security risk by ensuring maintenance activities are addressed, and communicating compliance reports and risk letter closures to customers.
- Continuous Improvement & Communication: Foster proactive problem management and continually improve the effectiveness and efficiency of services delivered to customers.

Education and Skills

Required skills:

- Education minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields
- Good understanding of SAP Basis, system migration and/or functional SAP application knowledge
- Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
- Excellent presentation and communication skills with the ability to adapt communication style for technical and non-technical audiences, including management level at customers
- High competency in multi-tasking and ability to manage multiple engagements in parallel
- Pro-active, problem-solving, can-do attitude with a customer-first mindset
- Accustomed to working in an international and global virtual matrix organization
- Strong engagement management, relationship-building and de-escalation skills
- Excellent customer focus with networking and results-driven leadership

Preferred skills

- Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP) is beneficial
- Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial

Work Experience

- 6+ years of experience in SAP project management or SAP Operations or IT industry experience in SAP technology
- 6+ years of experience in a customer-facing role in the cloud or IT consulting business
- 6+ years of experience in SAP Basis and/or infrastructure operation/development is preferred

Location

- This is a hybrid role which requires working from the SAP Sydney office 3 days a week or on-site with customers or partners.

Expected Travel

- 20 - 30%

Bring out your best. SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. As a cloud company with millions of users and a global workforce, SAP is purpose-driven and future-focused, with a 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

SAP/'s 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. We believe in unleashing all talent and creating a better world. SAP is committed to Equal Employment Opportunity and provides accessibility accommodations. If you need accommodation to navigate our website or complete your application, please email Recruiting Operations Team at Careers@sap.com. For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, with conditions in the SAP Referral Policy. Qualified applicants will be considered without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws. Successful candidates may undergo background verification with an external vendor. Please note that violation of guidelines may result in disqualification from the hiring process.

Requisition ID: 434902 | Work Area: Information Technology | Expected Travel: 0 - 30% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Job Segment: SAP, Cloud, Compliance, ERP, Risk Management, Technology, Legal, Finance

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