Ecs Client Delivery Manager

hace 4 semanas

Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

**We help the world run better**

**Key Responsibilities & Tasks**

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 CDM drives 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.
Beside that the Client Delivery Manager is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders and helping customers maximize the value of their partnership with SAP.
Additionally, the CDM bears commercial responsibility for the engagement and creates upsell opportunities.
Key tasks comprise the following:
**1.
Engagement Management**
- Conducts regular / quarterly business review meetings with the customer to discuss the service quality
- Delivers a quarterly balanced scorecard with KPI's to ensure overall customer satisfaction (performance review)
- Proposes and discusses improvement potential
- Conducts service and business planning meetings to
- understands customer business needs
- Explains aspects of SAP's overall cloud strategy and the growing portfolio to ensure adoption of S/4HANA and cloud standardization o drive transformation towards SAP Cloud Solutions

**2.
Delivery Management**
- Is accountable and orchestrates onboarding/transition projects
- Manages overall service/project delivery according to planned scope, budget and milestones
- Single point of contact for service and support requirements of the customer regarding SAP cloud solutions
- Supports delivery/operations teams to perform and drive root cause analysis to completion
- De-escalates critical customer situations
- Supports critical customer situations in conjunction with teams from Mission Control Center (MCC) and Operations Control Center (OCC) if applicable
- Supports the preparation of proposals, solution assessments and service scoping exercises
- Ensures feedback loop into development/operations unit
- Plans and manages customer release and maintenance activities (establish a customer IT calendar)
- Develops & implements quality plans for the customer
- Ensures service plan execution for Enhanced Managed Services and Cloud Application Services
- Creates and delivers monthly service reporting

**3.
Account Management**
- Identify upsell opportunities
- Collaborates with sales to ensure upsell and renewal (participate in the deal review meetings if applicable)
- Enable & ensures customer satisfaction surveys
- Drive & reviews SLA service credit cases
- General overview of commercial responsibility (SLA credit vs. profit)
- Supports commercial change requests
- General overview of sizing / pricing of upcoming change requests
- Runs Cloud Application Services operating profit reviews
- Liaises with different SAP stakeholders involved in the accounts, to ensure success and integration with neighbored teams.
**Experience & Educational Requirements**
- Experience & Language Requirements +5 years of work experience
- Excellent customer focus / Networking / Relationship Building Results-driven / Self-organized / Decision making Knowledge of one or more functional business processes (Logistic, Finance, etc.)
- Education minimum Bachelor's Degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics or related field
- Professional Training & Certification ITIL knowledge and skills are beneficial (Foundation Level)

**We build breakthroughs together**

**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.
**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.
Requisition ID: 347268 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.

  • Ecs Technical Service Manager

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better**PROGRAM DESCRIPTIONSAP 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...

  • Ecs Technical Services Manager

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****PROGRAM DESCRIPTION**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...

  • Ecs Technical Service Manager

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****#SAPECSCareers****Program Description**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...

  • Ecs Technical Service Manager

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better**PROGRAM DESCRIPTIONSAP 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...

  • Ecs Senior Technical Service Manager

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **What we offer****PROGRAM DESCRIPTION**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...

  • Ecs Technical Services Manager

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****PROGRAM DESCRIPTION**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...

  • Senior Regional Tsm Manager In Ecs Delivery

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****What we offer****The Role**For one of our customer delivery engagement teams in the LAC region, we are looking for a Senior manager who will manage SAP Enterprise Cloud Services customers and the teams of Regional TSM Managers and TSM (Technical Service Manager) for LAC region.Each Customer account is additionally assigned a...

  • Basis Consultant For Ecs Delivery Technical

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Basis Consultant for ECS Delivery Technical Operations Team**We are looking for analytical, solution-orientated Basis Consultants experienced in NetWeaver & Non-NetWeaver technologies to keep SAP Enterprise Cloud Services (ECS) Customer's systems running.**The Role**Our Basis Consultants, as part of the Global L3 Basis team,...

  • Basis Consultant For Ecs Delivery Technical

    hace 1 semana

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Basis Consultant for ECS Delivery Technical Operations Team**We are looking for analytical, solution-orientated Basis Consultants experienced in NetWeaver & Non-NetWeaver technologies to keep SAP Enterprise Cloud Services (ECS) Customer's systems running.**The Role**Our Basis Consultants, as part of the Global L3 Basis team,...

  • Basis Consultant For Ecs Delivery Technical

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Basis Consultant for ECS Delivery Technical Operations Team**We are looking for analytical, solution-orientated Basis Consultants experienced in NetWeaver & Non-NetWeaver technologies to keep SAP Enterprise Cloud Services (ECS) Customer's systems running.**The Role**Our Basis Consultants, as part of the Global L3 Basis team,...

  • Senior Basis Consultant For Ecs Delivery Technical

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **What we offer****Senior Basis Consultant for ECS Delivery Technical Operations Team**We are looking for analytical, solution-orientated Senior Basis Consultants experienced in NetWeaver & Non-NetWeaver technologies to keep SAP Enterprise Cloud Services (ECS) Customer's systems running.**The Role**Our Senior Basis Consultants, as part of the Global L3 Basis...

  • It Database Senior Consultant For Ecs Delivery

    hace 3 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****PURPOSE AND OBJECTIVES**As part of the ECS Operations Team the Global Database Team is responsible for all databases.Beside project delivery and day to day administration we are part of strategic pilot projects for new technologies as reference for other customers.For our Delivery Centers in Monterrey or Mexico City, we are...

  • Ecs Technical Operations Basis

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Requires Office Hours in Mexico City or Monterrey****Summary & Role Information**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP owned...

  • Ecs Technical Operations Basis

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****REQUIRES office hours in Ciudad de Mexico or Monterrey****Summary & Role Information**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP...

  • Ecs Technical Operations Basis

    hace 2 horas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Summary & Role Information**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS infrastructure provided...

  • Ecs Technical Operations Senior Basis

    hace 2 semanas

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better**SAPECSCareers**Summary & Role Information**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS...

  • Ecs Technical Operations Senior Basis

    hace 3 días

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better**SAPECSCareers**Summary & Role Information**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS...

  • SAP ECS Technical Operations Engineer

    hace 16 minutos

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    We help the world run better**Company Overview**:SAP's Enterprise Cloud Services (ECS) Delivery organization is a leading provider of private cloud solutions for businesses. Our mission is to deliver reliable, secure, and efficient services that enable our customers to focus on their core operations.**Role Information**:The IT Technology Services Specialist...

  • Ecs Technical Operations Application Lead

    hace 3 días

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****Summary & Role Information**:**Summary**:Within the Product Engineering board area, the mission of the Enterprise Cloud Services (ECS) Delivery organization is to run and operate SAP's private cloud offering.Isolated private cloud landscapes are built for customers both in SAP owned datacenter as well as on IaaS...

  • Ecs Technical Service Manager For Rise

    hace 2 días

    Saltillo, Coahuila de Zaragoza, México Sap A tiempo completo

    **We help the world run better****PROGRAM DESCRIPTION**SAP Enterprise Cloud Services (ECS) is part of the Product Engineering board area and consists of SAP HANA Enterprise Cloud (HEC) and Cloud Application Services (CAS).Enterprise Cloud Services (ECS) is a business unit focusing on delivery of managed cloud services (HEC and CAS).To provide our customers...