SAP Client Delivery Manager

NTT DATA, Inc.; Bengaluru; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

NTT DATA, Inc. is looking for a Customer Delivery Manager (CDM) to serve as the main contact for clients engaged in SAP HANA Enterprise Cloud services. The CDM will build strong customer relationships, manage service delivery, and drive cloud transformation to enhance client value.

Applicants should have at least 6 years of experience in project management or a customer-facing role, a Bachelor's degree, and a strong understanding of SAP technologies. Proficiency in English is necessary, while additional languages are a plus.

Qualifications

• 6+ years experience in project management or SAP Operations.
• Strong engagement management and relationship-building skills.
• High proficiency in English and strong presentation skills.

Responsibilities

• Actively drives cloud transformation agenda with key stakeholders.
• Manages proactive delivery of service and hosts governance meetings.
• Maintains customer relationships and advises on SAP Cloud Solutions.

Skills

Project management

SAP Basis knowledge

Customer-facing experience

Technical understanding of cloud infrastructure

Presentation and communication

Education

Bachelor’s degree in Business Administration, Computer Science, Technical Engineering or related field

Job description

ABOUT THE TEAM

SAP Customer Delivery Engagement (CDE) is part of SAP Enterprise Cloud Services (ECS) and delivers fixed‑scope, proactive and outcome‑based services across the entire SAP software stack to SAP’s PaaS and SaaS cloud and on‑premise customers. We manage a variety of customer engagements in HANA Enterprise Cloud, other SAP Cloud Offerings (like SuccessFactors) and on‑premise. The service portfolio includes infrastructure services and Application Managed Services like Managed Data, Testing and Security. We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA. With continuous access to our expertise and the broader SAP expert network, our customers can take advantage of the latest technologies to support continuous business innovation. SAP CDE helps customers accelerate their innovation adoption, delivering the flexibility to adapt to business changes, rapidly implement technologies and standardise and optimise operations of SAP‑centric solutions. The mission of the CDE Organisation is to maximise customer success by managing complexity, ensuring stable operations, mitigating risk, reducing total cost of operation, supporting customers on their journey to the intelligent enterprise powered by S4/HANA and freeing investment and customer resource capacity for innovation.

THE ROLE

The CDM is the voice of the client within SAP and is recognised as the main contact and escalation point for all questions and issues with regard to the ECS engagement. The Customer Delivery Manager (CDM) is the personal point of contact for all ECS customers, managing and coordinating all account activities with internal stakeholders and customers. The CDM cooperates closely with the Technical Service Managers (TSM) and the Project Lead (PL) during larger customer projects. The CDM builds a solid customer relationship and acts as a trusted advisor to the customer.

The CDM ensures that SAP HANA Enterprise Cloud customers receive the best possible service by focusing on customer satisfaction, contract adherence and profitability. He/She is responsible for ensuring contractually agreed services are being rendered and that change requests are processed in a timely manner. The CDM cooperates closely with the customers’ IT department and business stakeholders, cooperatively planning and coordinating service requests. Also he is in contact with Management / C‑Level and acts as a trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value. The CDM shares monthly / quarterly reporting on the Service Level with the customer and advises on new services or other developments within SAP HANA Enterprise Cloud that increase the business value for the customer.

CDM Tasks

• Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardisation
• Leads the customer engagement and ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and the customer’s System Integrators or other Hosting Partners
• Performs administrative tasks required to manage the engagement (staffing, reporting and controlling)
• Manages proactive delivery of service plans and reactive support requests
• Hosts regular status and governance meetings with customers and other SAP stakeholders (extended account team)
• Drives transformation and onboarding towards SAP Cloud Solutions
• Drives end‑to‑end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicing
• Achieves customer reference collateral and customer satisfaction responses
• Delivers best through proactive mindset and de‑escalates critical customer situations
• Protects and grows engagement scope and manages commercial change requests
• Participates in team‑internal knowledge sharing and coaches other team members
• Expected to spend up to 20% of time onsite at client location

EDUCATION AND QUALIFICATION / SKILLS AND COMPETENCIES

• Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field
• SAP Basis, technology and/or functional knowledge are very important
• Technical infrastructure know‑how and technical understanding of virtualised system landscapes is critical for this role
• Strong project management skills and customer‑facing experience
• Strong ability to translate between technical and non‑technical audiences with confidence
• Strong engagement management, relationship‑building and de‑escalation skills
• Excellent presentation, communication and moderator skills
• High competency in multi‑tasking and ability to manage multiple engagements in parallel
• Accustomed to working in an international and global virtual matrix organisation
• Experienced in the area of IT service providers and managing outsourcing engagements
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
• High proficiency in English; additional languages are a big plus
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
• Certification in project management methodology (e.g. PMP) is beneficial

WORK EXPERIENCE

• 6+ years experience in project management or SAP Operations
• 6+ years experience in a customer‑facing role