Client Delivery Manager

Sap; Remote; ZAR 900 000 - 1 200 000; Full time

Job summary

A leading tech company is seeking a Client Delivery Manager in Gauteng, South Africa. The role involves managing customer engagements and ensuring satisfaction through effective relationship management. Candidates should possess a Bachelor's degree and over 10 years of experience in SAP project management or IT. Proficiency in both English and Portuguese is essential. This position offers a unique opportunity to contribute to cloud service innovations while working in a dynamic international environment.

Qualifications

• 10+ years' experience in SAP project management or IT industry.
• 6+ years' experience in a customer-facing role in cloud business.
• Fluency in English and Portuguese mandatory.

Responsibilities

• Develop strategic engagement with clients.
• Build strong relationships with stakeholders.
• Manage operational security risks.

Skills

Excellent presentation skills

Proactive problem-solving

Customer focus

Strong engagement management

Ability to manage multiple engagements

Communication in Portuguese

Communication in English

Education

Bachelor's degree in Business Administration or related fields

Tools

SAP Basis knowledge

Project Management certification

Cloud operation processes knowledge

Job description

Client Delivery Manager role at SAPWithin the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to shape the future of SAP by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. Our goal is to offer a range of cloud deployment options, leveraging SAP's infrastructure, partner infrastructures, and public cloud platforms.

Role

The Client Delivery Manager (CDM) serves as the primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA Private Cloud Edition, S/4HANA Cloud Extended Edition, and HANA Enterprise Cloud Advanced Edition. The CDM drives end-to-end customer engagement from signature onwards, including customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM maintains customer satisfaction through issue mitigation and escalation management, builds strong relationships with key customer stakeholders, and helps customers maximize the value of their partnership with SAP.

Key Responsibilities

• Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
• Build and maintain strong relationships with key stakeholders.
• Demonstrate accountability as the single orchestrator for End2End delivery.
• Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management.
• Proactive account cost management.
• Understanding customer business needs to find innovative solutions adapted to client's level of maturity, safeguarding ECS Revenue, contract renewals.
• Accountable for entire SAP ECS engagement across all lifecycle phases, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales teams.
• Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Create a culture of pro‑active problem management, continually improve the effectiveness and efficiency of services delivered to customer.
• Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.

Qualifications

Education, Skills, and Competencies

• Bachelor's degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields.
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
• Understanding of SAP's cloud business, cloud and hybrid infrastructure and cloud operation processes.
• Excellent presentation and communication skills in Portuguese and 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.
• Accustomed to working in an international and global virtual matrix organization.
• Strong engagement management, relationship building and de‑escalation skills.
• Excellent customer focus experience and thorough with networking and relationship building results‑driven leader.

Preferred Skills

• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP) is beneficial.
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial.
• Fluency in English and Portuguese is mandatory.

Work Experience

• Total 10+ years' experience in SAP project management or SAP Operations or IT industry experience in SAP technology.
• 6+ years' experience in a customer-facing role in the cloud or IT consulting business.
• 6+ years' experience in SAP Basis and/or infrastructure operation/development is preferred.

Why join us

This is an exciting opportunity to join SAP's dynamic, international team and make a significant impact on the future of cloud services. If you're passionate about driving customer success, thrive in a fast-paced environment, and have a deep technical expertise, you will find immense satisfaction in this role. Join us and contribute to helping customers navigate their cloud transformation journeys while advancing SAP's cloud capabilities.

EEO and Hiring Related

SAP is committed to Equal Employment Opportunity and provides accessibility accommodations to applicants with disabilities. Qualified applicants will receive consideration without regard to age, race, religion, national origin, ethnicity, gender, sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable laws. Successful candidates may be required to undergo a background verification.