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Client Delivery Manager EMEA NORTH for HANA Enterprise Cloud
Full-Time
London area
Posted 1 month ago

COMPANY DESCRIPTION

SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today, as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.

SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.

PURPOSE AND OBJECTIVES
The HANA Enterprise Cloud organization is responsible for providing Cloud Hosted Infrastructure & Managed Services to our SAP Customers. The Client Delivery Manager is a key member of the SAP ECS ensuring Coordination and Customer Satisfaction throughout the Customer Lifecycle in HANA Enterprise Cloud and Cloud Application Services.

EXPECTATIONS AND TASKS

  • Owns, develops and supports growth of the client relationship for SAP ECS
  • The voice of the client within SAP
  • Escalation point for all issue with regards to ECS engagement
  • Actively drives the cloud transformation agenda to ensure S4/Hana Adoption 
  • Relationship management incl. customer communication (communication plan, support plan)
  • Coordinate service w/HEC CoE
  • Liaison to Service Delivery, Design & Architecture and Portfolio Team
  • SLA Management and Reporting, Service Reviews (Operational, Financial)
  • Project scheduling supported by Delivery Units, coordination of SD onboarding activities
  • (Customer setup, migration incl. scheduling) and monitoring of delivery
  • Change request management in the lifecycle
  • Drives Commercial Success 
  • Drives Digital Transformation Success
  • Ensure seamless alignment across multiple internal and external stakeholders
  • Identify / manage roll-in request for new services 
  • Scheduling and monitoring of customer specific changes (e.g. de-commissioning of systems)
  • Contract compliance and Risk management (project and business risks)
  • Customer and internal escalation management 

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

  • Resourcefulness, flexibility, reliability, high energy and self-confidence
  • Good overview on the SAP Service Portfolio
  • Strong track record in managing client / customer engagements either in Sales / Pre-Sales or
  • Consulting settings
  • ITIL knowledge and skills are beneficial
  • Good infrastructure know-how and a good technical understanding would be advantageous and highly appreciated
  • Accustomed to working in an international / global virtual matrix organization
  • Well-developed analytical and structuring skills and ability to solve problems
  • Knowledge of IT trends and their impact on business strategies
  • Customer Orientation with Relationship and Expectation Management
  • Strong communication and presentation skills

WORK EXPERIENCE

  • Min 3 years professional experience in the same/similar industry (could be via internship while a student)
  • General Knowledge of Cloud models 
  • Accustomed to working in an international / global virtual matrix organization 
  • Well-developed analytical and structuring skills 
  • English on a professional level verbally and written
  • Customer focus / Networking / Relationship Building
  •  Results-driven / Self-organized
  • Infrastructure know-how and technical understanding 
  • High-level understanding Cloud business and SAP Cloud models / solutions / operation processes
  • High level understanding of escalation handling and procedures

WHAT YOU GET FROM US

Success is what you make it. At SAP, we help you make it your own. A career at SAP can open many doors for you. If you’re searching for a company that’s dedicated to your ideas and individual growth, recognizes you for your unique contributions, fills you with a strong sense of purpose, and provides a fun, flexible and inclusive work environment – apply now.

Job Features

Job CategoryIT
Job ID269989