Senior Client Delivery Manager

1 mese fa


Roma, Lazio, Italia Sap Se A tempo pieno
Job Summary

We are seeking a Senior Client Delivery Manager to join our SAP Enterprise Cloud Services team. As a key member of our organization, you will be responsible for ensuring full delivery accountability of the engagement and customer satisfaction throughout the customer lifecycle.

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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