Description:
We are looking for a Client Delivery Manager (CDM) to support additional growth & investment in our business line. The mission of the CDM is to maximize customer success.
Expectations and tasks
- Owns, develops and supports the growth of the client relationship for SAP ECS and acts as the voice of the client within SAP
- Accountable for the entire ECS engagement and acts as escalation point
- Leads the engagement with supporting ECS functions and roles to deliver as per contract and in line with customer expectation
- Actively drives the cloud transformation agenda to ensure S/4 HANA adoption
- Oversees client onboarding activities, upgrade projects and other service delivery initiatives
- Conduct regular service review meetings with client (operational and strategic topics)
- Performs contract compliance and risk management (project and business risks)
- Ensure seamless alignment across multiple ECS and SAP internal and external stakeholders
- Performs sustainable relationship management with clients
- Change request management in the client lifecycle
- Align with required SAP sales teams, support with positioning of additional ECS offerings and contact renewal.
Experience / Role requirements
- Reliable, self-confident, self-driven, committed and resilient work style
- Minimum 8 years relevant work experience
- Proven track record in managing client engagements, e.g. in Consulting or (Pre-)Sales settings
- Strong customer orientation with focus on relationship and expectation management
- Affinity for SAP / Cloud technology topics and solid understanding about SAP's strategy and service portfolio is required
- Knowledge of IT trends and their impact on business strategies is required
- IT Service Management, Cloud and IT infrastructure, SAP Basis and Application knowledge, experience and certifications are beneficial.