Senior Client Service Manager

2 settimane fa


Roma, Lazio, Italia Sap Se A tempo pieno

About the Role
SAP Enterprise Cloud Services (ECS) organization is responsible for providing cloud-hosted infrastructure and technical application managed services to our SAP private cloud customers.

Job Summary
As a Client Delivery Manager, you will be responsible for ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle. You will act as the main customer-facing representative of SAP ECS organization and be accountable for entire SAP ECS engagement, leading the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations.

Key Responsibilities
• Own and grow the client engagement for SAP Enterprise Cloud Services and act as the voice of the client within SAP
• Accountable for entire SAP ECS engagement, lead the engagement with supporting ECS functions and roles to deliver as per contract scope and in line with customer expectations
• Setup proactive service plan and conduct regular service review meetings with clients (operational and strategic topics)
• Act as an (de-)escalation point for delivery-related topics (Incidents, Service Requests and other customer requirements)
• Ensure seamless alignment across multiple ECS and other SAP internal and external stakeholders
• Oversee client onboarding activities, upgrade/migration projects, and other service delivery initiatives
• Support commercial change request management in the client lifecycle, perform contract compliance and risk management (project and business risks)
• Support the positioning of additional ECS offerings and support contract renewal in alignment with SAP sales teams
• Manage medium/large complex accounts

Requirements
• Fluency in Italian and English is mandatory
• Fluency in Spanish, German, Portuguese or Turkish language is an advantage
• Proven track record in managing client engagements, e.g. in Service Delivery Management, Consulting, or Pre-Sales settings
• Strong customer orientation with a focus on relationship-, expectation- and de-escalation management
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge
• Good understanding of technical infrastructure and virtualized system landscapes
• Knowledge of IT trends, their impact on business strategies, and SAP's strategy and service portfolio
• Ability to work effectively as a virtual member of a dynamic and dispersed team (remote)
• SAP Basis, IT Service Management, Project Management, Cloud and IT infrastructure certifications are beneficial
• 5-10 years experience in similar role



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