Senior Client Delivery Manager, Enterprise Cloud Services, Vancouver

2 weeks ago

Vancouver, British Columbia, Canada SAP Full time

About the Role

We are seeking a highly skilled Senior Client Delivery Manager to join our Enterprise Cloud Services team. As a Senior Client Delivery Manager, you will be responsible for delivering high-quality services to our clients, ensuring their IT operations are stable and secure. You will work closely with our technical and project teams to provide quality remote and on-site services and activities to fit the customers' needs and complexity.

Key Responsibilities

  • Develop a strategic engagement with your client to establish client focus on the core of the services delivered.
  • Continuously increase client trusted advisor relationship with executives and key stakeholders
  • Demonstrate accountability as the single orchestrator for end-to-end delivery.
  • Set up the engagement, manage all engagement delivery lifecycle phases after contract signature (on-boarding, transition, stabilization, operations, off-boarding)
  • Ensure operational excellence on 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 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
  • Expected to spend up to 20% of time onsite at client location

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 is critical for this role
  • Strong project management skills & customer-facing experience
  • 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
  • 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 big 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

About SAP

SAP is a global leader in enterprise software and software-related services. Our solutions help customers generate new revenue streams, create new business models, and drive innovation across their enterprises. We are committed to helping our customers run better and achieve their goals. We believe that our employees are our greatest asset and we are committed to providing a work environment that is inclusive, diverse, and rewarding.

What We Offer

We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from. We are committed to providing our employees with the tools and resources they need to succeed in their roles and to achieve their career goals. We are an equal opportunity employer and welcome applications from diverse candidates. We are committed to creating a workplace that is inclusive and respectful of all employees, regardless of their background, culture, or identity.

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