Senior Client Delivery Manager ECS EMEA North

SAP; Greater London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading global software provider is seeking a Client Delivery Manager to oversee client engagements for their Enterprise Cloud Services. The ideal candidate will manage the entire engagement, ensuring customer satisfaction while leading various projects and initiatives. With 5-7 years of experience in service delivery management and a strong understanding of SAP systems, this role offers an opportunity to work in a dynamic, hybrid environment focused on collaboration and learning. Remote team members are encouraged to apply.

Benefits

Flexible work environment

Learning and development opportunities

Diversity and inclusion initiatives

Qualifications

• Fluency in English is mandatory.
• 5-7 years of experience in managing client engagements.
• Experience in consulting or pre-sales settings.

Responsibilities

• Own and grow the client engagement for SAP Enterprise Cloud Services.
• Accountable for the entire SAP ECS engagement.
• Conduct regular service review meetings with clients.

Skills

Service Delivery Management

Customer Orientation

Project Management

SAP Basis Knowledge

Technical Infrastructure Understanding

Relationship Management

IT Trends Knowledge

Education

SAP Basis, IT Service Management, or Cloud Certifications

Tools

Microsoft Project

Scrum

Waterfall

Job description

SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud hosted infrastructure technical & application managed services to our SAP private cloud customers. The Client Delivery Manager is the main customer‑facing representative of SAP ECS organization ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

Responsibilities

• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP.
• Accountable for the 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 a (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 contract renewal in alignment with SAP sales and presales teams.
• Share knowledge across the CDM community.

Qualifications

• Fluency in English is mandatory.
• Proven track record and 5-7 years of professional experience in managing client engagements (e.g. in Service Delivery Management).
• Experience in consulting or pre‑sales settings.
• Strong customer orientation with a focus on relationship, expectation and de‑escalation management.
• Good understanding of SAP Basis system migration and/or functional SAP application knowledge.
• Good understanding of technical infrastructure and virtualised system landscapes.
• Knowledge of IT trends and their impact on business strategies, SAP’s strategy and service portfolio.
• Ability to work effectively as a virtual member of a dynamic and dispersed team (remote).
• SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial.
• Background verification with an external vendor may be required.

Job Details

• Requisition ID: 428579
• Work Area: Information Technology
• Expected Travel: 0 - 10%
• Career Status: Professional
• Employment Type: Regular Full Time
• Additional Locations: #LI-Hybrid
• Required Experience: Manager
• Key Skills: Project Management Methodology, Kanban, Project / Program Management, Agile, Waterfall, Project Leadership, Application Development, Scrum, Microsoft Project, SDLC, Project Implementation
• Experience: 2-5 years
• Vacancy: 1

At SAP we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility and is aligned to our purpose‑driven and future‑focused work. We offer a highly collaborative caring team environment with a strong focus on learning and development, recognition for your individual contributions and a variety of benefit options for you to choose from.

EQUAL OPPORTUNITY EMPLOYER: SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. EOE AA M / F / Vet / Disability