Service Delivery Manager

4 ore fa
latina, lazio, Italia HCL Technologies Tempo pieno
Overview

In this role you drive SAP ECS engagements, building and sustaining strong client relationships while ensuring high-quality service delivery. You act as the client advocate within SAP, coordinating across services, product support, and partners to align on outcomes. You lead transformation initiatives, especially toward S/4HANA and cloud adoption, while identifying upsell and value opportunities. This position combines strategic account management with hands-on delivery oversight to scale ECS impact for the client and the business.

Responsabilità
  • Own and grow the client relationship for SAP ECS, serving as the client voice and escalation point
  • Lead end-to-end ECS engagement delivery, coordinating with SAP Services, Product Support, ECS Partners, and customer SI/Hosting partners
  • Maintain cross-functional alignment and proactively position new ECS offerings or upsell opportunities
  • Drive cloud transformation and S/4HANA adoption in line with the client's transformation strategy
  • Focus on sustainable account management, growth, utilization of ECS portfolio, and expanding ECS footprint
  • Plan and manage onboarding, transition, stabilization, operations, and off-boarding
  • Prepare strategic planning workshops and execute ECS Innovation agenda
  • Establish executive-level relationships with C-Executives and key stakeholders
  • Track business growth and upsell across the engagement lifecycle
  • Support pre-sales activities with field experience to craft sustainable engagements
  • Manage governance, reporting, risk, escalations, and contract administration
  • Coordinate ongoing activities like quarterly business reviews, capacity management, and DR tests
  • Organize customer visits and maintain customer satisfaction processes
  • Define and communicate project/service plans and ensure profitability and invoicing controls
  • Maintain knowledge of S2D readiness checks and related processes
  • Maintain and execute SOPs and WI references for delivery operations
Requisiti fondamentali
  • 5-7 years of SAP Basis domain experience
  • Customer-facing experience (2-3 years)
  • Knowledge of SAP products & services (RISE, S/4HANA, BTP, HANA Database, SaaS solutions)
  • Hands-on experience in upgrades, OS/DB migration, and cloud initiatives (preferred)
  • Strong communication skills in English
  • Proven ability to manage complex client engagements and coordinate multiple stakeholders
  • Experience in cloud transformation and ERP transformation projects (S/4HANA)
  • Project management understanding for premium partner-delivered accounts
  • Ability to drive upsell and commercial conversations with Sales teams
  • Willingness to spend significant time on sustainable account management and client intimacy
  • strong communication
  • stakeholder management
  • proactive problem-solving
  • SAP Basis
  • S/4HANA
  • RISE

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