Senior Client Delivery Manager, Enterprise Cloud Services, Vancouver

4 weeks ago

Vancouver, British Columbia, Canada SAP Full time

About the Role

The Senior Client Delivery Manager, Enterprise Cloud Services, will be responsible for overseeing all aspects of customer engagement from the point of sale throughout the entire lifecycle. This includes providing commercial, project, and technical operations expertise to deliver fixed-scope, proactive, and outcome-based services across the entire SAP software stack to SAP's RISE customers.

Key Responsibilities

  • Develop a strategic engagement with clients to establish client focus on the core of the services delivered.
  • Continuously increase client trusted advisor relationships 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.

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 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 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.

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.

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