Senior Client Delivery Manager

SAP•Edgmont Township, PA

2d•$159,800 - $332,300•Hybrid

About The Position

Our Senior Client Delivery Managers (CDM) work in close collaboration with the Technical and Project teams to serve our customers and provide quality remote and on-site services and activities to fit the customers' needs and complexity. After initial contract execution, the Senior CDM is the primary SAP ECS contact for the client and assumes end-to-end accountability of the engagement and is responsible for the delivery and performance of the contracted ECS services. CDMs act as a partly onsite trusted advisor who grows the business by developing and supporting growth of the client relationship for SAP ECS. The Senior CDM cooperates closely with the customers’ technology and business stakeholders and is the voice of the client within SAP and recognized as the escalation point for all issues with regards to the ECS engagement while cooperatively planning and coordinating ECS-related requests. The CDM is also in contact with customer's Management / C-Level and acts as trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP Enterprise Cloud Services that increase the business value for the customer. The Senior CDM role has variations depending on the customer’s contract type.

Requirements

12+ years' experience in SAP Basis and/or infrastructure operation/development
10 + years’ experience in a customer-facing role
Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
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 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
Strong project management skills & customer-facing experience
Accustomed to working in an international and global virtual matrix organization
Experienced in the area of IT service providers and managing outsourcing engagements
Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes

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

Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
Continuously increase client trusted advisor relationship with executives and key stakeholders
Demonstrate accountability as the single orchestrator for end-to-end delivery.
Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)
Ensure operational excellence on contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties etc.)
Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages
Identify service improvements and delivery opportunities and realize the value for the client
Track and report on business growth and upsell throughout the entire engagement lifecycle