SAP Client Delivery Manager

Job Description

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The CDMdrives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDMis expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.Shift timings: 24x7 model 9 business working hours - to be decided by the region.Responsibilities
1. Client Leadership: Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
2. End-to-end ownership for delivery of service: Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management
3. Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to clients level of maturity, Safeguarding ECS Revenue, contract renewals
4. Contract Adherence: Understand the customers business, ECS Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customers business
5. Compliance & Risk Management: Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
6. Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customers.
EDUCATION AND SKILLSRequired skills
• Education minimum bachelors degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields
• Good understanding of SAP Basis, system migration and/or functional SAP applicationknowledge.
• Understanding of SAPs cloud business, cloud and hybrid infrastructure and cloud operation processes
• Excellent presentation and communication skills in Japanese and English, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers
• High competency in multi-tasking and ability to manage multiple engagements in parallel
• Pro-active, problem-solving, can-do attitude and customer first mindset.
• Accustomed to working in an international and global virtual matrix organization
• Strong engagement management, relationship building and de-escalation skills
• Excellent customer focus experience and thorough with networking and relationship building results-driven leader
Preferred skills
• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP)is beneficial
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial
Work Experience
• 6 years experience in SAP project management or SAP Operations or IT industry experience in SAP technology
• 6 years experience in a customer-facing role in the cloud or IT consulting business
• 6 years experience in SAP Basis and/or infrastructure operation/development is preferred
Kind Note:If selected, we need the candidate to travel to Bangalore /Noida location HCL Tech office to complete the onboardingformalities. This is remote workfornow.

Keyskills :
Education minimum bachelors degree or equivalents in Business Administration Computer Science Technical Engineering Economics or related fieldsGood understanding of SAP Basis system migration and/or functional SAP applicationknowledge.Understanding