Client Delivery Manager - SAP Enterprise Cloud Services

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ROLE DESCRIPTION
Within the Enterprise Cloud Services (ECS), you will be the main point of contact for SAP's private cloud customers - this includes our offerings RISE with SAP S/4 HANA Cloud, Private edition, SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS). You will align with your customers, plan and steer the engagement together with them. You will be the customer’s ambassador in the Enterprise Cloud Services organization and help to drive our business in a dynamic, rapidly evolving environment.

• Own, develop, and grow the client relationship.
• Be the voice of the Client within SAP and act as the escalation point for all issues regarding the engagement operations.
• Fully responsible for the delivery of outcome-based ECS portfolio together with the ECS Project Lead and Technical Service Management (incl. cross LoB integration).
• Ensure seamless alignment across multiple stakeholders, CSS, SI, and Suppliers.
• Drive Customer Success – take accountability for ECS service delivering expected outcomes to the business.
• Initiate Commercial Success – avoid service credits, seek improvement opportunities for upsell, engage Sales for pursuit.
• Drive Digital Transformation Success – align services to customer transformation strategy and goals.

DELIVERABLES

• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP.
• Accountable for entire SAP ECS engagement, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.
• Set up proactive service plan and conduct regular service review meetings with clients (operational and strategic topics).
• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests, and other customer requirements).
• Ensure seamless alignment across multiple ECS and other SAP internal and external stakeholders.
• Oversee client onboarding activities, upgrade/migration projects, and other service delivery initiatives.
• Support commercial change request management in the client lifecycle, perform contract compliance and risk management (project and business risks).
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales and presales teams.
• Share knowledge across Client Delivery Management (CDM) community.

EDUCATION AND QUALIFICATIONS / SKILLS AND COMPETENCIES

Required skills

• Strong customer orientation with a focus on relationship, expectation, and de-escalation management.
• 7 plus years of IT industry experience in SAP technology.
• Track record in managing client engagements, e.g. in Consulting or Pre-Sales.
• Knowledge of SAP Basis, system migration and/or any functional SAP application.
• Good understanding of technical infrastructure and virtualized system landscapes.
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure and cloud operation processes.
• Results-driven, self-organized, decision-making.
• Excellent written, verbal and presentation skills to effectively communicate.
• Ability to work under pressure and add value to customer.
• Language - Business level English is required, and Bahasa will be a plus.

Preferred skills

• Graduates from a technical background in IT with good communication and language Skills (EN, Korean).
• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP).

LOCATION
Kuala Lumpur, SAP Malaysia

EXPECTED TRAVEL

Expected travel requirement is 0-20%.

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