SAP Customer Delivery Manager

RapinnoTech - APAC & USA; United States; On-site; USD 120,000 - 180,000; Full time

Job summary

RapinnoTech - APAC & USA seeks an SAP Customer Delivery Manager to drive cloud transformation, manage multi-stakeholder engagements, and oversee service delivery across SAP clouds. The role emphasizes governance, reporting, and commercial oversight with a global client base.

Responsibilities include leading cross-functional teams, aligning SAP services and partners, and ensuring high customer satisfaction while navigating a matrix organization. Travel up to 20% is required.

Qualifications

• 4+ years in project management or SAP operations.
• 4+ years in a customer-facing role; 4-6 years in service management.
• Knowledge of SAP cloud, cloud infrastructure, and hybrid environments.
• Strong ability to translate between technical and non-technical audiences.

Responsibilities

• Drive cloud transformation and adoption of SAP solutions.
• Lead customer engagements across SAP services, product support, partners.
• Admin tasks: staffing, reporting, controlling.
• Manage service plans and handle requests.
• Host status and governance meetings with customers and stakeholders.
• Oversee end-to-end engagement including commercial aspects.
• Deliver customer satisfaction and referenceable outcomes.
• Coach team members and share knowledge.

Skills

Project management

Customer-facing

Service management

Stakeholder engagement

Governance

Communication

Presentation skills

Multitasking

English proficiency

Education

Bachelor's degree

Tools

SAP

ITIL V4

Solution Manager ALM

PMP Certification

Job description

Job Description - SAP Customer Delivery Manager

• Actively drives the cloud transformation agenda with key client stakeholders to ensure adoption of S/4HANA and cloud standardization
• Lead 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 Partners
• Perform administrative tasks required to manage the engagement (staffing, reporting and controlling).
• Manage proactive delivery of service plans and reactive support requests
• Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
• Drive 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
• Achieve customer reference collateral and customer satisfaction responses
• Deliver best through proactive mindset and de-escalate critical customer situations
• Protect and grow engagement scope and manage commercial change requests
• Participate 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 Operations
• Minimum 4+ years of experience in a customer-facing role
• Minimum 4 to 6 years of experience in service management capacity managing multiple clients.
• Must have Knowledge of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes
• Experienced in IT service providers and managing outsourcing engagements.
• SAP Basis, technology, and/or functional knowledge are very important.
• Technical infrastructure know‑how and technical understanding of virtualized system landscapes is critical for this role.
• Strong ability to translate between technical and non‑technical audience 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 organization
• High proficiency in English. Additional languages are a big plus

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; (But not a must)

• 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.