ECS - Client Delivery Manager - Sydney

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

ABOUT THE TEAM

SAP Enterprise Cloud Services accelerates and simplifies customers' business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises.

The SAP Enterprise Cloud Services portfolio - comprising private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services - empowers customers to run a modern, intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model, resilient best in class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.  

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

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 primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly 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, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.

RESPONSIBILITIES
 

1. Client Leadership: Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
2. End-to-end ownership for delivery of service: Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management 
3. Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client's level of maturity, Safeguarding ECS Revenue, contract renewals 
4. Contract Adherence: Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer's business
5. Compliance & Risk Management: Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
6. Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer
    

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 and the ability to switch communication styles for technical and non-technical audiences with confidence, 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 and "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 experience and thorough with networking and relationship building results-driven leader

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

LOCATION
 

• This is a hybrid role which requires working from 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. 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. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly 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. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team:
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.