Client Delivery Manager

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Our company culture is focused on helping our employees enable innovation by
building breakthroughs together. 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.Apply
now!
We are looking for a Client Delivery Manager (CDM) to support additional
growth & investment in our business line. The mission of the CDM is to
maximize customer success by helping customers manage complexity, ensure
stable operations, mitigate risk and help them lower the total cost of their
operations.

You also support customers on their journey to the intelligent enterprise,
which is powered by S4/HANA, releasing investment as well as customer resource
capacity for innovation.

What you 'll do
The Client Delivery Manager (CDM) role oversees the customer relationship, and
ensures the customer succeeds using SAP HANA Cloud products to drive business
growth and innovation.
The CDM is the primary SAP ECS contact for the customer. The CDM assumes end
to end accountability of the engagement after contract signature and is
responsible for the delivery and performance of the contracted ECS services.
The CDM acts as a partly onsite trusted advisor who grows the business by
driving the client's digital transformation and generating higher customer
value.
To achieve this the CDM:
* Owns, develops, and supports growth of the client relationship for SAP ECS and acts as the voice of the customer within SAP
* Is the Escalation point of contact for all issue with regards to ECS engagement
* Actively supports the Drives Digital Transformation Success agenda to ensure S4/HANA Adoption
* Coordinate services with ECS CoE, Service Delivery, Design & Architecture, Portfolio Team, and external stakeholders and monitoring of delivery
* Conduct regular meetings with the customer regarding SLA Management and Reporting, Service Reviews (Operational, Financial)
* Supports the Change request management in the client lifecycle, Identify / manage roll-in request for new services
* Reviews Contract compliance and Risk management (project and business risks)
* Relationship management incl. customer communication (communication plan, support plan, onboarding activities)

What you bring
* Arabic language on a native level is mandatory and we are also looking for professional proficiency in English.
* At least ‎5 years of professional experience in customer facing roles, such as Consulting or Support
* Cloud architecture and IT technical infrastructure know-how
* IT Service Management, SAP Basis and SAP Application knowledge
* Strong understanding of escalation handling, de-escalation processes
* Strong competency in multi-tasking and ability to manage multiple engagements in parallel
* Cloud certifications (Azure - AWS - others) are not a requirement, but are considered a plus if you have them

Meet your team
SAP Enterprise Cloud Services (ECS) is a business unit focusing on the
delivery of managed cloud services (Infrastructure Services and Application
Managed Services). With locations in Egypt, India, South-Africa and the United
Arab Emirates we are covering the whole of Africa and the Middle East region.
We create a stable foundation for our customers ' IT operations and support
customers on their digital transformation journey to the intelligent
enterprise based on S4/HANA.

We build breakthroughs together
SAP innovations help more than ‎400,000 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 ‎200 million users and more than ‎100,000
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, 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.
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: [email protected]
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.
Successful candidates might be required to undergo a background verification
with an external vendor.
Requisition ID: ‎351812 | Work Area: Information Technology | Expected Travel:
‎0 - ‎10% | Career Status: Professional | Employment Type: Regular Full Time |
Additional Locations: #LI-Hybrid.