Senior Client Delivery Manager - ECS EMEA NORTH

SAP; London; On-site; GBP 65,000 - 80,000; Full time

Job summary

A leading enterprise software company is seeking a Client Delivery Manager in London. This role involves managing client engagement, ensuring customer satisfaction, and leading service delivery initiatives. The ideal candidate will have 5-7 years of experience in client management with a strong focus on relationship and expectation management. Fluency in English and understanding of SAP Basis are required. This position is based in London.

Qualifications

• 5-7 years of professional experience in managing client engagements.
• Strong understanding of system migration and functional SAP application knowledge.
• Ability to work effectively as a virtual member of a dispersed team.

Responsibilities

• Own and grow the client engagement for SAP Enterprise Cloud Services.
• Lead the engagement with supporting ECS functions and roles.
• Conduct regular service review meetings with clients.

Skills

Fluency in English

Customer orientation

Expectation management

De-escalation management

Understanding of SAP Basis

Technical infrastructure knowledge

IT Service Management

Project Management

Cloud and IT infrastructure certifications

Job description

Overview

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 the 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 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.

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, 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 virtualized system landscapes.
• Knowledge of IT trends, their impact on business strategies, and 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.

Additional information

Qualified applicants will receive consideration for employment without regard to 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. For information on the responsible use of AI in recruitment, refer to the Guidelines for Ethical Usage of AI in the Recruiting Process. Fluency in English is mandatory.