It Business Services Senior Consultant

Summary:

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure, technical & application managed services to our SAP private cloud customers. The Client Delivery Manager is the main customer-facing representative of SAP ECS organization ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

Meet your team: ECS organization is a global organization and the regional CDM teams are located across 6 regions. We are highly diverse and positive spirited bunch of colleagues. Next to our obsession for customer satisfaction we value internal knowledge sharing & collaboration as well as make ECS organization a little better every day.

The Role:

As Client Delivery Manager you will be responsible for the following tasks:

• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the

voice of the client within SAP.

• Accountable for entire SAP ECS engagement, lead the engagement with supporting ECS

functions and roles to deliver as per contract scope and in line with customer

expectations.

• Setup proactive service plan and conduct regular service review meetings with clients

(operational and strategic topics).

• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests

and other customer requirements).

• Ensure seamless alignment across multiple ECS and other SAP internal and external

stakeholders.

• Oversee client onboarding activities, upgrade/migration projects, and other service

delivery initiatives.

• Support commercial change request management in the client lifecycle, perform contract

compliance and risk management (project and business risks).

• Support the positioning of additional ECS offerings and support contract renewal in

alignment with SAP sales and pre-sales teams.

• Share knowledge across CDM community

Role Requirements:

• Fluency in English is mandatory
• Proven track record and 5-7 years of professional experience in managing client engagements, e.g. in Service Delivery

Management, Consulting, or Pre-Sales settings.

• Strong customer orientation with a focus on relationship-, expectation- and de-escalation

management.

• Good understanding of SAP Basis, system migration and/or functional SAP application

knowledge.

• Good understanding of technical infrastructure and virtualised system landscapes.
• Knowledge of IT trends, their impact on business strategies, and SAP’s strategy and

service portfolio.

• Ability to work effectively as a virtual member of a dynamic and dispersed team (remote)
• SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure

certifications are beneficial.

tbd

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: Careers@sap.com
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: 409584 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.