Cloud Services Manager for Enterprise Clients
4 hours ago
Company Overview
SAP is a global leader in end-to-end business application software and related services. Our innovations help over four hundred thousand customers worldwide work together more efficiently and use business insight more effectively.
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.
Our Mission
At SAP, we believe that our employees are made stronger by the unique capabilities and qualities that each person brings to our company. We invest in our employees to inspire confidence and help everyone realize their full potential.
About the Role
This Senior Client Delivery Manager position plays a critical role in serving our enterprise clients, providing quality remote and on-site services, and activities tailored to meet their needs and complexity.
The successful candidate will be responsible for delivering and performing contracted ECS services, acting as a trusted advisor, and growing the client relationship for SAP ECS. They will collaborate closely with the customers' technology and business stakeholders and be recognized as the escalation point for all issues related to the ECS engagement.
Key Responsibilities
- Develop strategic engagements with clients to establish client focus on core services delivered.
- Continuously increase client-trusted advisor relationships with executives and key stakeholders.
- Demonstrate accountability as a single orchestrator for end-to-end delivery.
- Set up engagements, manage all delivery lifecycle phases after contract signature (onboarding, transition, stabilization, operations, offboarding).
- Ensure operational excellence in contract administration supported by ECS functions (profitability reporting, invoicing, credits, penalties, etc.).
- Create and maintain service plans for each customer to proactively manage operational risk and ensure customer adherence to save costs from unforeseen outages.
- Identify service improvements and delivery opportunities and realize value for clients.
- Track and report on business growth and upselling throughout the entire engagement lifecycle.
- Expected to spend up to 20% of time onsite at client locations.
Requirements
- Bachelor's degree required; advanced degree preferred in Business Administration, Computer Science, Technical Engineering, Economics, or related fields.
- SAP Basis, technology, and/or functional knowledge are essential.
- Technical infrastructure know-how and understanding of virtualized system landscapes are critical for this role.
- Strong project management skills and customer-facing experience.
- Ability to translate between technical and non-technical audiences with confidence.
- Engagement management, relationship building, and de-escalation skills.
- Excellent presentation, communication, and moderation skills.
- High competency in multitasking and ability to manage multiple engagements in parallel.
- Accustomed to working in an international and global virtual matrix organization.
- Experience in 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 beneficial.
- Certification in standards and methodologies for SAP IT operations (e.g., SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) is beneficial.
- Certification in project management methodology (e.g., PMP) is beneficial.
Work Experience
- 4~6+ years' experience in project management or SAP Operations.
- 4~6+ years' experience in a customer-facing role.
- 8+ years' experience in SAP Basis and/or infrastructure operation/development is preferred.
Salary Information
The targeted combined annual salary range for this position is $88,700 - $185,400 CAD, including base salary and variable incentive target. The actual amount offered to the successful candidate will depend on factors such as education, skills, experience, scope of the role, location, etc. determined through the selection process.
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