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SAP · 2 weeks ago

SAP NS2 Client Delivery Manager

Newtown Square, PA

Full-time

Hybrid

Mid, Senior Level

$109K/yr - $228K/yr

5+ years exp

SAP is the global market leader for business software and related services. The Client Delivery Manager (CDM) at SAP NS2 serves as the primary point of contact for SAP Cloud Customers, driving end-to-end customer engagement, maintaining customer satisfaction, and managing service delivery for enterprise cloud solutions.

AnalyticsBusiness IntelligenceBusiness Process Automation (BPA)ComputerData ManagementFinanceSoftware

Growth Opportunities

No H1B

U.S. Citizen Only

Responsibilities

Client Leadership: Cultivate and implement robust strategic engagement frameworks for major APAC customers, ensuring direct oversight and a concentrated focus on core service delivery. Nurture and sustain high-level collaborative relationships with client executive teams and ECS stakeholders at both regional and global levels to drive exceptional customer satisfaction

End-to-end ownership for delivery of service: Assume & demonstrate full accountability as the principal orchestrator of the entire service delivery lifecycle. Foster a performance-driven and collaborative environment through active delivery engagement and effective internal stakeholder management—from contract execution through to ongoing support and proactive de-escalation of high-value accounts

Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives

Contract Adherence: Understand the customer's business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business & ensure all service engagements strictly comply with contractual obligations and governance frameworks

Compliance & Risk Management: Proactively manage operational security risks by ensuring that maintenance activities are executed promptly and compliance reports are transparently communicated. Mitigate potential risks through timely escalation resolutions and systematic root cause analyses, thereby maintaining robust risk governance

Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer showcasing the value delivered. Maintain clear, structured communication with stakeholders through regular governance meetings and escalation protocols thereby ensuring transparent collaboration across internal ECS teams for effective service delivery

Qualification

SAP consulting experienceSAP Basis/ApplicationCloud ERP knowledgeProject ManagementHyperscaler certificationsCustomer relationship managementCompliance & Risk ManagementMulti-taskingEnglish communicationProblem-solving attitudeLeadership skillsInterpersonal skills

Required

Over 5+ years of experience in managing and delivering SAP consulting or support projects, consistently operating in customer-facing roles

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

4+ years' experience in SAP Basis and/or infrastructure operation/development

Basic understanding of project management, overseeing service delivery for strategic projects/programs within SAP Enterprise Cloud /On-Premises solutions for enterprise clients and IT consulting firms

Education minimum bachelor's degree preferably in engineering, information technologies or MBA

Understanding of SAP's cloud ERP business offerings (ex. Cloud ERP Private a.k.a RISE with SAP

Hands-on experience of SAP Basis and/or certified in at least one major Hyperscaler platform - technology infrastructure related certifications AWS Certified Cloud Practitioner/ Microsoft Azure Fundamentals / Google Cloud certified Associate Cloud Engineer

Foundational understanding of the SAP or cloud operations, including the basic understanding of basic network setup, high availability and disaster recovery (HA/DR) setup, integrations, and related components etc

Excellent skills in English, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers

High competency in multi-tasking and ability to manage multiple engagements in parallel

Pro-active, problem-solving, "can-do" attitude and “customer first” mindset

Strong engagement management, relationship building and de-escalation skills

Exceptional leadership, organizational and interpersonal skills; ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members

Preferred

SAP Basis/HANA and/or any of the Hyperscaler (AWS, Azure, or GCP) certifications

Minimum 4 - 5 years of customer facing experience

Certification in Project Management e.g. PMP, etc

Certification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level, etc.)

Fundamental knowledge or formal training in managing IT-enabled services within digital and highly automated environments, such as High-Velocity IT (HVIT)