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.

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**
- **
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.
- 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
- ** 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
- ** 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
- ** 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
- ** 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
- 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 consultin