Client Delivery Manager

**We help the world run better**

We are looking for a Client Delivery Manager (CDM) to support additional growth & investment in our business line. The mission of the CDM is to maximize customer success by helping customers manage complexity, ensure stable operations, mitigate risk and help them lower the total cost of their operations.

You also support customers on their journey to the intelligent enterprise, which is powered by S4/HANA, releasing investment as well as customer resource capacity for innovation.

**What you’ll do**
The Client Delivery Manager (CDM) role oversees the customer relationship, and ensures the customer succeeds using SAP HANA Cloud products to drive business growth and innovation.
The CDM is the primary SAP ECS contact for the customer. The CDM assumes end to end accountability of the engagement after contract signature and is responsible for the delivery and performance of the contracted ECS services. The CDM acts as a partly onsite trusted advisor who grows the business by driving the client’s digital transformation and generating higher customer value.
To achieve this the CDM:

- Owns, develops, and supports growth of the client relationship for SAP ECS and acts as the voice of the customer within SAP
- Is the Escalation point of contact for all issue with regards to ECS engagement
- Actively supports the Drives Digital Transformation Success agenda to ensure S4/HANA Adoption
- Coordinate services with ECS CoE, Service Delivery, Design & Architecture, Portfolio Team, and external stakeholders and monitoring of delivery
- Conduct regular meetings with the customer regarding SLA Management and Reporting, Service Reviews (Operational, Financial)
- Supports the Change request management in the client lifecycle, Identify / manage roll-in request for new services
- Reviews Contract compliance and Risk management (project and business risks)
- Relationship management incl. customer communication (communication plan, support plan, onboarding activities)

**What you bring**
- Arabic language on a native level is mandatory and we are also looking for professional proficiency in English.
- At least 5 years of professional experience in customer facing roles, such as Consulting or Support
- Cloud architecture and IT technical infrastructure know-how
- IT Service Management, SAP Basis and SAP Application knowledge
- Strong understanding of escalation handling, de-escalation processes
- Strong competency in multi-tasking and ability to manage multiple engagements in parallel
- Cloud certifications (Azure - AWS - others) are not a requirement, but are considered a plus if you have them

**Meet your team**
SAP Enterprise Cloud Services (ECS) is a business unit focusing on the delivery of managed cloud services (Infrastructure Services and Application Managed Services). With locations in Egypt, India, South-Africa and the United Arab Emirates we are covering the whole of Africa and the Middle East region. We create a stable foundation for our customers’ IT operations and support customers on their digital transformation journey to the intelligent enterprise based on S4/HANA.

**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.

**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.

Requisition ID: 351812 | Work Area: Information Technology | Expected Travel: 0 - 10% | Career Status: Professional | Employment Type: Regular Full Time | Additional Locations: #LI-Hybrid.