Client Delivery Manager

About the role

The Customer Delivery Manager (CDM) is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagement. The CDM manages and coordinates all account activities with internal stakeholders and customers, cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects, builds a solid customer relationship, acts as a trusted advisor to the customer, ensures that SAP HANA Enterprise Cloud customers receive the best possible service, and drives the client’s digital transformation.

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
• Drive 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

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

Qualifications

• Minimum Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
• Nice to have: 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. 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

Benefits

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is $82,688 - $153,125. This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits including medical, dental, and vision insurance with an employer contribution, flexible spending or health savings account, life and AD&D insurance, short and long term disability coverage, paid time off, employee assistance, participation in a 401k program with company match, and additional voluntary or legally-required benefits.