Client Delivery Manager

Requisition ID: 409958 Work Area: Information Technology Expected Travel: 0 - 10% Career Status: Professional Employment Type: Regular Full Time Career Level: T3 Hiring Manager: Michael Zaeuner Recruiter Name: Thais Nadim Additional Locations: **Please submit your CV in English in order to proceed in the process.** *** This opportunity requires you to work 3 times a week in SAP office.** **What you will do** The Principal Client Delivery Manager (CDM) oversees all aspects of the customer engagement from the point of contract signature throughout the entire lifecycle providing commercial, project and technical operations expertise. After initial contract execution, the CDM is the primary SAP ECS contact for the client and assumes end-2-end accountability of the engagement to deliver the contracted ECS services Tasks - Actively drives 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 & 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) - Drives 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, leverage and cross-sell opportunities and manage commercial change requests - Participate in team-internal knowledge sharing and coach other team members - Expected to spend up to 80% of time at client location with travel as required **What you bring** EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES - Bachelor’s degree; preferred in Computer Science or Technical Engineering, Business Administration or related field. - SAP technology and/or functional knowledge preferred. - Proven track record of successfully managing large and complex customer engagements involving multiple parties using strong engagement management and relationship-building skills. - A proactive, problem-solving attitude, "can-do" mindset, and commitment to putting the customer first. - 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 to manage multiple engagements in parallel. - Accustomed to work in an international and global virtual matrix organization - Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes - Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial - Certification in project management methodology (e.g. PMP) is beneficial - Spanish native or near native communication skills mandatory. - English language proficiency written / oral mandatory. - Portuguese language proficiency is beneficial. WORK EXPERIENCE - 5+ years experience in a customer-facing role. - 5+ years experience in project management, technical or functional consulting and / or SAP Operations - SAP Basis / SAP ABAP / Infrastructure operation / Software Development is beneficial. **Meet your team** SAP Enterprise Cloud Services accelerates and simplifies customers’ business transformation by running their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises. With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification. We manage customer engagements in Latin America South market unit mainly in Argentina, Chile, Peru and Uruguay, Paraguay, Bolivia. SAPECSCareers **SAP'S DIVERSITY COMMITMENT** To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and