ECS Client Delivery Manager (CDM)

Job description

Requisition ID: 437016

Work Area: Information Technology

Expected Travel: 0 - 10%

Career Status: Professional

Employment Type: Regular Full Time

Career Level: T3

Hiring Manager: Gina Palacio

Recruiter Name: Thais Nadim

**Please, upload you resume in English.

Only resumes in English will be assessed.**

**SAP works in a hybrid-model way, so you'll be expected to be at the SAP office in Bogota (or client) 3x a week.**

We are seeking an accomplished Senior SAP Professional with technical background to join our team as a Client Delivery Manager in our Bogota, Colombia, location.

You will be instrumental in delivering high-quality managed services, supporting Rise with SAP customers in their SAP S/4HANA Private Cloud adoption journey, and ensuring customer satisfaction through effective service delivery, working along with other roles in SAP.

**Key Responsibilities:**

+ Serve as the primary contact for private cloud customers for delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
+ Establish good relationships with all customer-facing roles in SAP to provide One SAP experience.
+ Be part of the SAP overall governance model set up for each customer.
+ Active internal and external stakeholder management.
+ Responsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.
+ Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services.
+ Introduce managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
+ Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
+ Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
+ Act as a trusted advisor in safeguarding and sharing innovation roadmap with the customer.
+ Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
+ Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives
+ Guide customers on key topics like Business Continuity, Security & Compliance.
+ Maintain customer satisfaction through proactive issue mitigation and escalation management.
+ Support customer critical situations and de-escalations
+ Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities.

**Education and Qualifications:**

+ Bachelor’s degree or higher in Information Management, Information Technology, Computer Science, Computer Engineering, or related fields.
+ High proficiency in customer communications and presentations.
+ Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
+ Proficiency in English is mandatory; Portuguese is a plus.

**Work Experience:**

+ Good understanding or hands-on experience of SAP Technical Administration with SAP Basis skills.
+ Customer-facing SAP Technical Consulting experience.
+ Experience in solution design, enterprise architecture, and SAP implementation it’s a plus
+ Knowledge of SAP RISE or ECS experience is advantageous.
+ Experience in technical project planning, implementation, and configuration it’s a plus.

**Skills and Competencies:**

+ Strong background in SAP solutions, technology, and products, and cloud technology.
+ Required ability to work effectively as part of a virtual, dynamic, and dispersed team.

Mandatory.
+ Good understanding of cloud architecture and IT technical infrastructure.
+ Strong customer focus, networking, relationship-building, and problem-solving skills.

Essential.
+ Must have.

Competency in managing multiple engagements.

**Preferred Skills:**

+ Certification in at least one Hyperscaler (Azure/AWS/GCP) is a differential
+ Knowledge of Project Management, IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library) and methodologies for SAP IT operations.

**What You Bring:**

+ High interest in cloud topics and motivation to learn.
+ Excellent communication skills and experience in customer-facing roles
+ Ability to switch communication styles for technical and non-technical audiences.
+ Pro-active problem-solving attitude and customer-first mindset.
+ Experience working in international and global virtual matrix organizations.

**Location:** Bogota, Colombia

**Expected Travel:** 0 - 30%

#SAPECSCareers

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