ECS Client Delivery Manager - SAP BASIS, HANA, Netweaver

Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

ROLE DESCRIPTION

Within the Enterprise Cloud Services (ECS), you will be the main point of contact for SAP's private cloud customers - this includes our offerings RISE with SAP S/4 HANA Cloud, Private edition, SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). On a regular basis, you will align with your customers, plan and steer the engagement together with your customer. You will be the customer’s ambassador in the Enterprise Cloud Services organization and help to drive our business in a dynamic, rapidly evolving environment.

• Owns, develops, and grows the client relationship.

• Be the voice of the Client within SAP and recognize as the escalation point for all issues with regards to the engagement operations.

• Fully responsible for the delivery of outcome based ECS portfolio together with the ECS Project Lead and Technical Service Management (incl. cross LoB integration)

• Ensures seamless alignment across multiple stakeholders, CSS, SI and Suppliers etc.

• Drives Customer Success – takes accountability for ECS service delivering expected outcomes to the business.

• Initiates Commercial Success – avoids service credits, looks for improvement opportunities for upsell, engages Sales for pursuit.

• Drives Digital Transformation Success – aligns services to customer transformation strategy and goals.

DELIVERABLES

• 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 presales teams.

• Share knowledge across Client Delivery Management (CDM) community.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

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

• Track record in managing client engagements, e.g. in Consulting or Pre-Sales.

• Knowledge of SAP Basis, system migration and/or any functional SAP application.

• Good understanding of technical infrastructure and virtualized system landscapes.

• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes.

• Results-driven, Self-organized, Decision making

• Excellent written, verbal and presentation skills to effectively communicate.

• Ability to work under pressure and add value to customer.

• Language - Business level English is required.

Preferred skills

• Graduates from a technical background in IT with good communication and language Skills (EN, Korean)

• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP)

WORK EXPERIENCE

5 plus years of IT industry experience in SAP technology

#SAPECSCareers

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides 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.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.

AI Usage in the Recruitment Process

For information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process.

Please note that any violation of these guidelines may result in disqualification from the hiring process.

Requisition ID: 438031 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid