SAP Client Delivery Manager

2 weeks ago

Toronto, Ontario, Canada SAP Full time
About the Role

We are seeking a highly skilled and experienced Client Delivery Manager to join our team at SAP. As a key member of our Customer Delivery Engagement organization, you will be responsible for delivering high-quality services to our customers and ensuring their success in their digital transformation journey.

The ideal candidate will have a strong background in project management, SAP operations, and customer-facing roles. You will be responsible for developing strategic engagements with clients, building trusted advisor relationships, and ensuring operational excellence in contract administration.

We offer a highly collaborative and caring team environment with a strong focus on learning and development, recognition for individual contributions, and a variety of benefit options. If you are a motivated and results-driven professional with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Key Responsibilities
  • Develop strategic engagements with clients to establish client focus on core services delivered
  • Build trusted advisor relationships with executives and key stakeholders
  • Ensure operational excellence in contract administration, including profitability reporting, invoicing, credits, and penalties
  • Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save on costs resulting from unforeseen outages
  • Identify service improvements and delivery opportunities and realize the value for the client
  • Track and report on business growth and upsell throughout the entire engagement lifecycle
Requirements
  • 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 virtualized system landscapes are 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 organization
  • 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 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
  • 4+ years' experience in project management or SAP Operations
  • 4+ years' experience in a customer-facing role
  • 8+ years' experience in SAP Basis and/or infrastructure operation/development is preferred/desirable

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