CLIENT DELIVERY MANAGER

📍 Location:Remote (India)

🌍 Shift:Supporting EMEA Time Zone

🧩 Project Role:Customer Service Management

About the Role

We are hiring a Client Delivery Manager (CDM)to manage and lead end-to-end customer engagements for SAP Enterprise Cloud Services (ECS).

Post contract execution, the CDM becomes the primary point of contactfor customers and assumes full accountability for delivering contracted RISE services including:

1. RISE with SAP

2. SAP S/4HANA Cloud (Private Edition)

3. Cloud Application Services (CAS)

The CDM acts as a trusted advisor, driving commercial success, operational excellence, and digital transformation outcomes throughout the customer lifecycle.

Key Responsibilities

🔹 Client Relationship & Advisory

1. Develop and strengthen strategic client relationships.

2. Understand customer business needs and package solutions that deliver measurable value.

3. Act as the voice of the customer within SAP ECS.

4. Serve as escalation point for engagement and operational matters.

🔹 Engagement & Delivery Leadership

1. Own end-to-end engagement governance and delivery accountability.

2. Lead customer engagement planning and program planning activities.

3. Host regular status, operational, and governance meetings.

4. Ensure seamless collaboration across:

5. SAP Cloud Success Services

6. SAP Product Support

7. ECS Partners

8. System Integrators (SI)

9. Hosting Partners

10. Internal SAP teams

🔹 Customer Success & Operational Excellence

1. Drive service delivery excellence and meet contractual commitments.

2. Ensure service quality and minimize risk of service credits.

3. Proactively identify improvement and optimization opportunities.

4. Push back constructively when required to protect customer and SAP interests.

🔹 Commercial & Growth Ownership

1. Identify upsell and expansion opportunities.

2. Collaborate with Sales and Pre-sales teams for new pursuits.

3. Contribute to revenue growth within managed accounts.

🔹 Digital Transformation Leadership

1. Align SAP services with customer transformation strategy.

2. Ensure solutions support long-term business objectives.

3. Drive innovation and cloud adoption maturity.

Required Skills & Competencies

1. Bachelor’s Degree or equivalent qualification.

2. Strong understanding of:

3. SAP Technology / SAP Basis

4. Application implementation

5. Infrastructure operations

6. Virtualized system landscapes

7. Experience in SAP consulting or SAP project management.

8. Strong stakeholder management skills.

9. Excellent escalation and customer management capability.

10. Ability to communicate effectively at C-Level.

11. Strong presentation skills (translate technical topics to business stakeholders).

12. Proven ability to influence senior leadership.

13. Fluent in English.

Work Experience Requirements

1. ✔ 5+ years in customer-facing roles

2. ✔ Minimum 2 years in project management

3. ✔ 4+ years in SAP Basis and/or infrastructure operations, development, or Application Managed Services delivery