Client Delivery Manager Expert - Customer Engagement & Adoption

SAP; Milano; Ibrido; EUR 90.000 - 120.000; Tempo pieno

Descrizione del lavoro

SAP is seeking a Senior Global CDM CoE expert to shape and govern advanced CDM practices across regions. The role focuses on customer readiness, pre‑sales engagement, AI enablement and crisis/escalation support, ensuring revenue protection and successful adoption for large accounts.

You will lead strategic initiatives, partner with Sales and pre‑sales, and drive end‑to‑end lifecycle ownership from contract through steady‑state operations, across cloud and hybrid environments.

Competenze

• Bachelor’s degree (engineering/IT/MBA) or equivalent.
• Excellent presentation and communication skills in English to engage management-level customers.
• Strong multi-tasking with ability to manage multiple engagements in parallel.
• Experience in SAP Cloud operations and large account delivery preferred.
• Ability to represent CDM CoE in executive steering and cross-LoB scenarios.

Mansioni

• Act as global trusted advisor for complex, high‑risk customer engagements.
• Support regions with readiness workshops, executive discussions, and critical escalations.
• Provide guidance on customer lifecycle strategy, adoption readiness, and governance setup.
• Represent the CDM CoE in executive steering, crisis situations and跨-LoB scenarios.
• Define and maintain global CDM playbooks and PMF process improvements.

Conoscenze

Global CDM

Executive communication

Client advisory

Strategic governance

Crisis management

Formazione

Bachelor's degree in engineering/IT/MBA

Strumenti

SAP Basis

Descrizione del lavoro

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

We help the world run better At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging – but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

About The Team

SAP Customer Engagement & Adoption connects strategy to execution, ensuring consistent, high-quality engagement while increasing speed, focus, and impact for our customers. Client Delivery Managers accelerate and simplify customers’ business transformation by engaging with customers who run their SAP Private Suite with a world-class level of availability, security, and resilience on their preferred cloud infrastructure, including hyperscalers, their own data center, and the SAP data center—allowing them to become cost-effective intelligent enterprises. The SAP private cloud managed deployment options for RISE with SAP empower customers to run a modern, intelligent ERP system in the cloud. CDMs offer customers a scalable and adaptable operating model, resilient best-in-class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.

Role Description

The Senior Global CDM CoE is a senior expert and strategic enabler responsible for shaping, scaling, and governing advanced CDM practices globally. This role supports regions on high impact initiatives such as Customer Readiness workshops, pre sales engagement, CDM Process improvements (PMF Framework), AI enabled use cases, crisis/escalation support, Commit to Consume practices, and other strategic programmes that directly influence customer outcomes, revenue protection, and adoption success. This is not an operational delivery role, but a thought leadership and enablement position that amplifies CDM impact across regions.

Client Leadership

• Act as a global trusted advisor for complex, high‑risk, and strategic customer engagements.
• Support regions with Customer Readiness workshops, executive‑level customer discussions, and critical escalations.
• Provide senior guidance on customer lifecycle strategy, adoption readiness, and governance setup.
• Represent the CDM CoE in executive steering, crisis situations, and cross‑LoB customer scenarios.

Contract Adherence

• Ensure CDM best practices uphold contractual commitments, service scope, and governance frameworks across regions.
• Provide expert guidance on contract interpretation, lifecycle milestones, and entitlement usage.
• Support regions in proactively identifying and mitigating risks related to contractual compliance and service delivery.
• Act as an expert reference for pre‑sales and post‑signature contractual readiness discussions.

End-to-end Contract Ownership For Delivery Of Service

• Enable regions to consistently apply end‑to‑end lifecycle ownership from contract signature through steady‑state operations.
• Provide escalation support where delivery risks threaten service continuity or customer outcomes.

Revenue Management

• Guide regions on revenue realization awareness and optimisation strategies within large and complex customer engagements.
• Support identification of value acceleration opportunities, adoption levers, and expansion readiness.
• Partner with Sales and pre‑sales teams to provide governance, risk, and lifecycle input for strategic deals.

Compliance & Risk Management

• Act as a subject‑matter expert for risk identification, SOX‑relevant controls, and operational compliance.
• Provide structured escalation handling, root‑cause analysis guidance, and corrective‑action oversight.

Continuous Improvement And Communication

• Define and maintain global CDM playbooks, frameworks, and best practices for advanced scenarios.
• Align with CDM Role Owner to support CDM Process Management (PMF Framework)
• Contribute and support CDM Governance team towards KPIs or possible enhancements on reporting etc.
• Work on ad‑hoc requests concerning CDM Governance, process improvements, initiatives and management requirements.
• Contribute to strategic initiatives such as AI enablement, automation, and new engagement models, ensuring they are grounded in real customer needs.

What You Bring

• Bachelor’s degree (preferably in engineering, information technologies, or an MBA).
• Good understanding of SAP Basis, system migration and/or functional SAP applicationknowledge.
• Understanding of SAP’s cloud business and cloud and hybrid infrastructure, as well as cloud operation processes. Excellent understanding of managing the delivery of cloud application services for large accounts.
• Excellent presentation and communication 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, organisational 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 Skills

• Certification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level, etc.), Project Management Professional (PMP) certification or SAP Enterprise Architecture Framework certification.
• Fundamental knowledge or formal training in managing IT‑enabled services within digital and highly automated environments, such as High‑Velocity IT (HVIT).
• Act as role models, with relevant experience in peer coaching and mentoring for senios professionals, and fostering a collaborative team culture.
• Exposure to AI, automation, or digital transformation initiatives.
• Move beyond “listening.” Emphasize your ability to identify the underlying pain points that a customer may not be explicitly stating, anticipating their needs before they arise.
• Proactively identify and drive strategic projects to support initiatives, impacting both internal and customer facing.

Work Experience

• 10+ years of extensive experience in managing and delivering SAP consulting projects, consistently operating in customer‑facing roles.
• 7+ years of expertise in project management, overseeing service delivery for large‑scale, high‑risk, and strategic projects/programs within SAP Enterprise Cloud/On‑Premises solutions for enterprise clients and IT consulting firms.
• 5+ years of leading and developing high‑performing cross‑functional teams in complex, global environments.

LOCATION

Position can be filled in EMEA or MEE countries (no Germany)

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well‑being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: [e-mail].

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