Job Description

We help the world run better
At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you. We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next. The work is challenging - but it matters. You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong. What's in it for you? Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.
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.
Within the Customer Services and Delivery (CS&D) board area, the mission of SAP Enterprise Cloud Services is to shape the future of SAP by providing a comprehensive, end-to-end managed services experience that supports customers throughout their cloud transformation journey. Our goal is to offer a range of cloud deployment options, leveraging SAP's infrastructure, partner infrastructures, and public cloud platforms.
THE ROLE
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. 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. The CDM is 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.
ROLE REQUIREMENTS
Key Responsibilities

• 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.
• Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management.
• Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client's level of maturity, Safeguarding ECS Revenue, contract renewals.

• Accountable for entire SAP ECS engagement across all lifecycle phases, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.

• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements).
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales teams.

• Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer.
• Collaborate with SAP Enterprise Cloud Services delivery units to establish long-term service plans and account visions.

Education, Skills, and Competencies
Required skills

• Bachelor's 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 application knowledge.
• Understanding of SAP's cloud business, cloud and hybrid infrastructure and cloud operation processes.
• Excellent presentation and communication skills in Portuguese 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.
• Fluency in English and Portuguese is mandatory.

Work Experience

• Total 10+ 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.

WHY JOIN US
This is an exciting opportunity to join SAP's dynamic, international team and make a significant impact on the future of cloud services. If you're passionate about driving customer success, thrive in a fast-paced environment, and have a deep technical expertise, you will find immense satisfaction in this role. Join us and contribute to helping customers navigate their cloud transformation journeys while advancing SAP's cloud capabilities.
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 world.
SAP is committed to the values of Equal Employment Opportunity and provides 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 , according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.
Successful candidates might be required to undergo a background verification with an external vendor.
AI Usage in the Recruitment Process
For information on the responsible use of AI in our recruitment process, please refer to our .
Please note that any violation of these guidelines may result in disqualification from the hiring process.
Requisition ID: 438010 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid

Skills Required