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JOB TITLE
Senior Client Delivery Manager
ABOUT SAP
SAP started in 1972 as a team of five colleagues with a desire to do something new. Together, they changed enterprise software and reinvented how business was done. Today as a market leader in enterprise application software, we remain true to our roots. That’s why we engineer solutions to fuel innovation, foster equality and spread opportunity for our employees and customers across borders and cultures.
SAP values the entrepreneurial spirit, fostering creativity and building lasting relationships with our employees. We know that a diverse and inclusive workforce keeps us competitive and provides opportunities for all. We believe that together we can transform industries, grow economics, lift up societies and sustain our environment. Because it’s the best-run businesses that make the world run better and improve people’s lives.
Purpose and objective of the job:
最初のクラウド契約締結後、クライアントデリバリーマネージャー（CDM）は、顧客に対するSAP Enterprise Cloud Services（ECS）の主要な窓口となり、契約したRISEサービス（これには、SAP S/4 HANA Cloud、プライベートエディション、クラウドアプリケーションサービス（CAS）等）を提供するために、エンドツーエンドで責任を負います。クライアントデリバリーマネージャー(CDM)は、契約締結時点からライフサイクル全体を通じて、商業、プロジェクト、オペレーションに関する専門知識を提供し、顧客との契約のあらゆる側面を監督します。
定期的に顧客とのエンゲージメントを計画・推進し、明確な方向性と整合性を確認します。ECS組織におけるお客様のアンバサダーとして、ダイナミックで急速に進化する環境において当社のビジネスを推進頂きます。
After initial cloud contract execution, the Client Delivery Manager (CDM) is the primary SAP Enterprise Cloud Services (ECS) contact for the client and assumes end-2-end accountability of the engagement to deliver the contracted RISE services - this includes our offerings RISE with SAP S/4 HANA Cloud, Private edition and Cloud Application Services (CAS) and be a trusted advisor to the customers. The Client Delivery Manager (CDM) oversees all aspects of the customer engagement from the point of contract signature throughout the entire lifecycle providing commercial, project and operations expertise.
On a regular basis, you will plan and drive the engagement with your customer to make sure there is clear direction and alignment. You will be the customer’s ambassador in the Enterprise Cloud Services organization to help drive our business in a dynamic, rapidly evolving environment.
Expectations and task of the job
- Develop and grow the client relationship by understanding their needs, packaging solutions that drive measurable business value and to be a trusted advisor to the customer
- Be the voice of the Client within SAP and be the point of contact for escalations and all other issues with regards to the engagement operations
- Lead the customer engagement and ensures seamless alignment across multiple internal and external stakeholders such as SAP Services, SAP Product support, ECS Partners and customer’s System Integrators or other Hosting Partners
- Ensures seamless alignment across multiple stakeholders, SAP Cloud Success Services, SI and Suppliers (SAP internal and external stakeholders) . Be an adviser to them and push back when required.
- Host regular status and governance meetings with customers and other SAP stakeholders (extended account team)
- Drive Customer Success – take accountability for ECS service and lead delivery excellence by consistently meeting our customer commitments
- Initiate Commercial Success – avoid service credits, continuously seek for improvement opportunities for upsell and engage sales/pre-sales for pursuit when potential opportunities
- Drive Digital Transformation Success – align our services to be able to deliver and achieve customer transformation strategy and goals.
- Lead and own engagement-planning and program-planning activities
Skills and competencies
- Bachelors Degree or equivalent
- SAP Technology/ Basis, Application implementation and/or operation experience
- SAP consultant /SAP Project Manager experience with strong stakeholder management capability
- Technical infrastructure know-how and technical understanding of virtualized system landscapes is critical for this role
- Excellent customer/ escalation management skills
- C-Level Customer Communication & Presentation (ability to translate between technical and non technical audience).
- Proven ability to work with customers on projects involving senior management level to influence and drive towards customer success.
- Fluency both in Japanese and English
Work Experience
- 5+ years experience in a customer-facing role
- Minimum one year experience in project management or SAP Operations
- 3+ years experience in SAP Basis and/or infrastructure operation/development/Application Managed Services Service Delivery
LOCATION
Japan
EXPECTED TRAVEL
Expected travel requirement is 30%
SAP'S DIVERSITY COMMITMENT
To harness the power of innovation, SAP invests in the development of its diverse employees. We aspire to leverage the qualities and appreciate the unique competencies that each person brings to the company.
We build breakthroughs together
SAP innovations help more than 400,000 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 200 million users and more than 100,000 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, we build breakthroughs, together.
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 and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide 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 SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.
EOE AA M/F/Vet/Disability:
Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.
Requisition ID: 364628 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.
