Client Delivery Engagement Manager, Enhanced Operations Services

We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. 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.

SAP is the global market leader for business software and thus contributes a considerable part of the world's economic power grid. The mission of SAP Enterprise Cloud Services (ECS) organization is to maximize customer success by taking over responsibility for smooth end to end operations and lowering customers total cost of operation.

As a CDE Manager for Enhanced Operations Services (EOS) engagements, we are looking for an accomplished Senior SAP leader to lead a team of Client Delivery Managers (CDM) and Technical Service Managers (TSM) delivering high-quality results consistently for our EOS customers. As a key member of ECS, you will be contributing to SAP's Global strategy of helping customers with adoption of SAP S/4HANA on their path to the Intelligent Enterprise.

SAP Enterprise Cloud Services (ECS) supports customers throughout their cloud transformation and SAP S/4HANA adoption journey. We run the Intelligent Enterprise so they can be an Intelligent Enterprise. Our portfolio of SAP Private Cloud and SAP Cloud Application Services turns SAP products into a solution-as-a-service on customer’s preferred infrastructure, including Hyperscalers, as one SAP.

The CDE Manager for EOS engagements is ensuring Customer Satisfaction throughout the Customer Lifecycle. This role will be part of an existing ECS North America CDE management team with counterparts in North America reporting to the North American head of CDE.

What you’ll do

• Key Management point of contact for all internal stakeholder organizations, inside/outside of Enterprise Cloud Services – Customer Delivery Engagement (CDE), including, but not limited to, License Sales, DBS Consulting, DBS Support, Cloud Infrastructure Services and Extended Cloud Delivery.
• Key counterpart to customer senior management for escalated issues.
• Establish strong working relationships with key internal stakeholder management (Services, License Sales, Customer Success, ECS Delivery) management.
• Ramp-up and continually enable the Client Delivery Management (CDM) team and Technical Service Management (TSM) team in alignment with their counterpart Management colleagues to ensure a consistent North America region CDE service for our EOS engagements.
• Ensure alignment to Global ECS processes and procedures (local conditions as exceptions only).
• Support ECS Revenue and Delivery Margin Goals
• Support ECS Renewals Goals.
• Drive ECS Customer Satisfaction Goals.
• Provide Cost and Staffing Budgets and Plans, along with Monthly/Quarterly Forecast, in alignment with their management teams and the Head of the North America CDE unit.
• Drive CDE Improvement & Enablement Projects (local and Global), such as:
  • CDE Unit Plan execution.
  • Preparation to deliver new ECS portfolio offerings.

What you’ll bring

• 7-10 years professional experience in the same / similar industry, out of which minimum 3 years in similar position
• We place high value on relevant personal qualities: customer-centricity, relationship building, resourcefulness, tenacity, high energy, self-confidence, and exceptional communication skills.
• General knowledge of the SAP Cloud Service Portfolio, especially the Enterprise Cloud Services and Cloud Application Services offerings.
• Strong track record in managing client / customer engagements either in Sales / Pre-Sales or Consulting settings.
• Accustomed to working in an international / global virtual matrix organization.
• Well-developed analytical and structuring skills.
• Bachelor's degree required. Master's degree highly desirable either in technical related discipline such as Computer Science, Engineering or Business Management

Nice to have

• Perspective on current Cloud Hosting trends and their impact on business strategies
• People Management experience
• Project Management
• Change Management

#SAPECSCareers

Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, 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. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com.
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.

Compensation Range Transparency: SAP believes the value of pay transparency contributes towards an honest and supportive culture and is a significant step toward demonstrating SAP’s commitment to pay equity. SAP provides the annualized compensation range inclusive of base salary and variable incentive target for the career level applicable to the posted role. The targeted combined range for this position is $149,400 - $322,600 (USD) USD. The actual amount to be offered to the successful candidate will be within that range, dependent upon the key aspects of each case which may include education, skills, experience, scope of the role, location, etc. as determined through the selection process. Any SAP variable incentive includes a targeted dollar amount and any actual payout amount is dependent on company and personal performance. Please reference this link for a summary of SAP benefits and eligibility requirements: SAP North America Benefits.

Requisition ID: 418012 | Work Area:Information Technology | Expected Travel: 0 - 10% | Career Status: Management | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid