Principal Client Delivery Manager

**We help the world run better**

Meet your 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 Enterprise Cloud Services.

We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S/4 HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

The Principal RISE Portfolio Client Delivery Manager works with SAP stakeholders and key client stakeholders and oversees all aspects of the customer engagement throughout the entire lifecycle providing commercial, project, governance, Innovation, and technical operations expertise. The PCDM assumes accountability of successful customer engagement to deliver the contracted ECS services and maximizes the customer success across portfolio of strategic engagements.

PCDM ensures that appropriate governance is applied in managing the customer relationship, Service adoption and securing renewals with a major focus on customer success and customer experience enrichment.

What you'll do

Key tasks include but are not limited to the following:

- Oversees the customer engagement journey and ensures effective governance and 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
- Actively oversees and drives cloud transformation agenda with key client stakeholders
- Maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise
- Continually tries new and better ways to do things and actively brings a broader lens of customer and risk management into their decision making
- Perform administrative tasks required to manage the engagement (staffing, reporting & controlling)
- Oversee and enable proactive delivery of service plans and reactive support requests
- Actively participate in the governance meetings with customers and other SAP stakeholders (extended account team) and provides direction to the teams on delivery
- Ensures effective end-to-end customer engagement and governance is applied across including commercial arrangements (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
- Enable delivery teams to Deliver best through proactive mindset and de-escalate critical customer situations
- Enable regular customer satisfaction feedback
- Enable SAP delivery teams to protect and grow engagement scope, leverage and cross-sell opportunities and manage commercial change requests
- Participate in team-internal knowledge sharing and coach other team members
- Establish strategy and Govern portfolio of initiatives to ensure that programs are set-up for success
- Continuously Drives Business Agility and Delivery governance process improvements
- Lead and execute large strategic portfolio of initiatives across multiple customers

What you bring

Experience And Educational Requirements

Experience
- Minimum of 10-12 years of work experience
- Excellent customer focus / Networking / Relationship Building
- Results-driven / Self-organized / Decision making
- Knowledge of one or more functional business processes (Logistic, Finance, etc.)
- Project, Program and Portfolio Management
- Agile delivery methodology
- Virtual global team management
- Portfolio Governance
- Manage our key strategic accounts portfolio
- Achieve assigned strategic account objectives
- Strategy development & Execution
- Technology Transformation
- Understanding or exposure to access control ideally in a regulated environment
- Infrastructure know-how and technical understanding
- Perspective on current IT trends
- Understand Cloud business and SAP Cloud models / solutions / operation processes
- Understanding of escalation handling and procedures
- Regulated industries experience

Education
- Minimum Bachelor’s Degree or equivalents in Business Administration, Computer Scie