SAP Client Delivery Manager

NTT DATA, Inc.; Little Canada (MN); Remote; USD 57,000 - 80,000; Full time

Job summary

NTT DATA is seeking a SAP Client Delivery Manager to drive cloud transformation and client engagement within SAP CDE. You will coordinate internal teams and external partners across SAP Services, Product Support and ECS Partners to ensure high-value service delivery.

You will lead staffing, governance, and reporting, manage costs and profitability, and foster strong customer relationships while promoting digital transformation initiatives.

Qualifications

• Experience leading SAP customer engagements and service delivery.
• Strong ability to coordinate multiple stakeholders and teams.
• Knowledge of cloud, hybrid infrastructure and SAP operations.

Responsibilities

• Lead customer engagement and align with SAP Services, Product Support, ECS Partners and Customer System Integrators.
• Coordinate staffing, reporting and delivery controls for engagements.
• Manage service plans, proactive delivery and reactive support requests.
• Host regular governance and status meetings with customers and stakeholders.
• Drive transformation and onboarding to SAP Cloud Solutions.
• Oversee commercial aspects including costs, profitability, reporting and invoicing.
• Develop customer references and maintain satisfaction metrics.

Skills

Project management

Customer-facing

Stakeholder management

Cloud/hybrid infrastructure

SAP HANA/S/4HANA

English proficiency

Education

Bachelor's degree

Advanced degree preferred

Tools

SAP HANA

SAP ECC/S/4HANA

Oracle DB

SQL Server

DB2

Linux

Unix

Windows

Microsoft Azure

AWS

SAP Basis

Job description

Req ID:

393132

NTT DATA strives to hire exceptional, innovative and passionate individuals who want to grow with us. We are currently seeking a SAP Client Delivery Manager to join our team in Toronto, Ontario (CA-ON), Canada (CA). 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 standardize and optimize operations of SAP centric solutions. The mission of the CDE Organization is to maximize the customer success by helping to manage complexity, ensure stable operations, mitigate risk and lowering total cost of operation, support customers on their journey to the intelligent enterprise powered by S4/HANA and releasing investment as well as customer resource capacity for innovation.

THE ROLE

The CDM is the voice of the client within SAP and recognized as the main contact and escalation point for all questions and issues with regards to the ECS engagementThe 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 the Management / C-Level and acts as 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.

Day to Day job Duties:(what this person will do on a daily/weekly basis)

Note: Work hours - EST Time Zone

• Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardizationLead 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 PartnersPerform administrative tasks required to manage the engagement (staffing, reporting and controlling).Manage proactive delivery of service plans and reactive support requestsHost regular status and governance meetings with customers and other SAP stakeholders (extended account team)Drive transformation and onboarding towards SAP Cloud SolutionsDrives end-to-end customer engagement including commercial responsibility (costs and profitability), customer expectations, delivery team success, customer reporting and invoicingAchieve customer reference collateral and customer satisfaction responsesDeliver best through proactive mindset and de-escalate critical customer situationsProtect and grow engagement scope and manage commercial change requestsParticipate in team-internal knowledge sharing and coach other team members

Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)

• Minimum 4+ years of experience in project management or SAP OperationsMinimum 4+ years of experience in a customer-facing roleMinimum 4 to 6 years of experience in service management capacity managing multiple clients.Minimum 2+ years of experience in the following areas:SAP cloud business, cloud and hybrid infrastructure, and cloud operations processes.SAP Basis and SAP technology stack including ECC, S/4HANA, and NetWeaver.SAP HANA and enterprise databases (Oracle, SQL Server, DB2).Linux, Unix, and Windows operating systems supporting SAP environments.Hyperscaler platforms (Microsoft Azure and/or AWS) and cloud/hybrid SAP landscapes.Technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades/migrations.

Travel

This position requires someone to travel 20% to work from client locations.

Degree

Bachelor’s degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics or related field

Nice to Have;

• Experienced in IT service providers and managing outsourcing engagements.Strong project management skills & customer-facing experienceStrong ability to translate between technical and non-technical audience with confidenceStrong engagement management, relationship building and de-escalation skillsExcellent presentation, communication and moderator skillsHigh competency in multi-tasking and ability to manage multiple engagements in parallelAccustomed to working in an international and global virtual matrix organizationHigh proficiency in English. Additional languages are a big plusKnowledge 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.

#LI-NorthAmerica

Where required by law, NTT DATA provides a reasonable range of compensation for specific roles. The starting pay range for this remote role is CAD $81,082.00 - $113,800.00. This range reflects the minimum and maximum target compensation for the position across all Canada locations. Actual compensation will depend on a number of factors, including the candidate’s actual work location, relevant experience, technical skills, and other qualifications. This position may also be eligible for incentive compensation based on individual and/or company performance.

About NTT DATANTT DATA

NTT DATA is a $30 billion business and technology services leader, serving 75% of the Fortune Global 100. We are committed to accelerating client success and positively impacting society through responsible innovation. We are one of the world's leading AI and digital infrastructure providers, with unmatched capabilities in enterprise-scale AI, cloud, security, connectivity, data centers and application services. our consulting and Industry solutions help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have experts in more than 50 countries. We also offer clients access to a robust ecosystem of innovation centers as well as established and start-up partners.NTT DATA is a part of NTT Group, which invests over $3 billion each year in R&D. Whenever possible, we hire locally to NTT DATA offices or client sites. This ensures we can provide timely and effective support tailored to each client’s needs. While many positions offer remote or hybrid work options, these arrangements are subject to change based on client requirements. For employees near an NTT DATA office or client site, in‑office attendance may be required for meetings or events, depending on business needs. At NTT DATA, we are committed to staying flexible and meeting the evolving needs of both our clients and employees.

NTT DATA is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. For our EEO Policy Statement, please click here . If you'd like more information on your EEO rights under the law, please click here . For Pay Transparency information, please click here .