ECS Client Delivery Manager (CDM)

Job description

Please, upload your 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 is a plus.
  
  
• Knowledge of SAP RISE or ECS experience is advantageous.
  
  
• Experience in technical project planning, implementation, and configuration is 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) 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%.

We help the world run better.

At SAP, we keep it simple: you bring your best to us, and we'll bring out the best in you.

We're builders touching over 20 industries and 80% of global commerce, and we need your unique talents to help shape what's next.

The work is challenging – but it matters.

You'll find a place where you can be yourself, prioritize your wellbeing, and truly belong.

What's in it for you?

Constant learning, skill growth, great benefits, and a team that wants you to grow and succeed.

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 world.

SAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities.

Required Skill Profession

Other General