SAP Project Manager

NTT DATA Services•Plano, TX

1d•$74,232 - $128,875•Onsite

About The Position

NTT DATA is seeking an SAP Project Manager to join their team in Plano, Texas. This role is responsible for managing client engagements within SAP, acting as the primary contact and escalation point for all questions and issues related to the ECS engagement. The Customer Delivery Manager (CDM) builds strong customer relationships, ensuring customer satisfaction, contract adherence, and profitability. They coordinate all account activities with internal stakeholders and customers, cooperating closely with Technical Service Managers and Project Leads on larger projects. The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service, managing the delivery of services, processing change requests, and planning service requests with the customer's IT department and business stakeholders. They also engage with C-Level management, acting as a trusted advisor to drive digital transformation and increase customer value. Regular reporting on service levels is provided, along with advice on new services to enhance business value. The role involves actively driving the cloud transformation agenda, leading customer engagements, managing administrative tasks, proactive service delivery, hosting governance meetings, driving transformation to SAP Cloud Solutions, and managing commercial aspects including profitability, customer expectations, delivery, reporting, and invoicing. Achieving customer references and satisfaction, proactive problem-solving, and protecting/growing engagement scope are key. The role also includes participating in knowledge sharing and coaching team members.

Requirements

Minimum 4+ years of experience in project management or SAP Operations
Minimum 4+ years of experience in a customer-facing role
Minimum 4 to 6 years of experience in service management capacity managing multiple clients.
Must have Knowledge of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
Experienced in IT service providers and managing outsourcing engagements.
SAP Basis, technology, and/or functional knowledge are very important.
Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role.
Strong project management skills & customer-facing experience
Strong ability to translate between technical and non-technical audience with confidence
Strong engagement management, relationship building and de-escalation skills
Excellent presentation, communication and moderator skills
High competency in multi-tasking and ability to manage multiple engagements in parallel
Accustomed to working in an international and global virtual matrix organization
High proficiency in English. Additional languages are a big plus

Nice To Haves

Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial.
Certification in project management methodology (e.g. PMP) is beneficial.

Responsibilities

Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
Lead the customer engagement and ensures seamless 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
Perform administrative tasks required to manage the engagement (staffing, reporting and controlling).
Manage proactive delivery of service plans and reactive support requests
Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
Drive transformation and onboarding towards SAP Cloud Solutions
Drives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
Achieve customer reference collateral and customer satisfaction responses
Deliver best through proactive mindset and de-escalate critical customer situations
Protect and grow engagement scope and manage commercial change requests
Participate in team-internal knowledge sharing and coach other team members