Client Delivery Manager

About the job

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.

ABOUT THE TEAM

SAP Customer engagement & Adoption connects strategy into execution, ensuring consistent, high-quality engagement while increasing speed, focus, and impact for our customers

Client Delivery Managers accelerates and simplifies customers’ business transformation by engaging with customers who run their SAP ERP Value stack with a world class level of availability, security & resilience on their preferred cloud infrastructure including Hyperscalers, their own data center, and the SAP data center allowing them to turn into cost-effective intelligent enterprises managed by Enterprise Cloud Services, Global Cloud Operations.

The SAP Enterprise Cloud Services, Global Cloud Operations portfolio - comprising private managed cloud deployment options for RISE with SAP empowers customers to run a modern, intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model, resilient best in class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.

We manage customer engagements across Southeast Asia.

ROLE DESCRIPTION

The Client Delivery Manager (CDM) serves as primary point of contact for SAP Private Cloud Customers, mainly focusing on S/4HANA private cloud edition, S/4HANA Cloud Private tailored option and HANA Enterprise Cloud advanced Edition. The CDM drives end-to-end customer engagement from signature onwards, particularly customer onboarding, continuous service delivery, release and maintenance project initiation, architecture and governance coaching, relationship management, and renewal initiation. The CDM is expected to maintain customer satisfaction through issue mitigation and escalation management, to build strong relationships with key customer stakeholders, and help customers maximize the value of their partnership with SAP.

RESPONSIBILITIES

• Client Leadership: Cultivate and implement robust strategic engagement frameworks for major APAC customers, ensuring direct oversight and a concentrated focus on core service delivery. Nurture and sustain high-level collaborative relationships with client executive teams and internal SAP stakeholders at both regional and global levels to drive exceptional customer satisfaction.
• End-to-end ownership for delivery of service: Assume & demonstrate full accountability as the principal orchestrator of the entire service delivery lifecycle. Foster a performance-driven and collaborative environment through active delivery engagement and effective internal stakeholder management—from contract execution through to ongoing support and proactive de-escalation of high-value accounts.
• Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding Private cloud Revenue, contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives
• Contract Adherence: Understand the customer's business, Private Cloud Technical and contractual aspects of services being delivered. Understands the importance of SAP services to their customer’s business & ensure all service engagements strictly comply with contractual obligations and governance frameworks.
• Compliance & Risk Management: Proactively manage operational security risks by ensuring that maintenance activities are executed promptly and compliance reports are transparently communicated. Mitigate potential risks through timely escalation resolutions and systematic root cause analyses, thereby maintaining robust risk governance.
• Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer showcasing the value delivered. Maintain clear, structured communication with stakeholders through regular governance meetings and escalation protocols thereby ensuring transparent collaboration across internal SAP teams for effective service delivery.

EDUCATION AND SKILLS

Required skills

• Education minimum bachelor’s degree preferably in engineering, information technologies or MBA
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
• Understanding of SAP’s cloud business, cloud and hybrid infrastructure, cloud operation processes.
• Excellent understanding in managing delivery of cloud application services for large accounts.
• Excellent presentation and communication skills, ability to switch communication styles for technical and non-technical audiences with confidence, including management level at customers
• High competency in multi-tasking and ability to manage multiple engagements in parallel
• Pro-active, problem-solving, "can-do" attitude and “customer first” mindset.
• Strong engagement management, relationship building and de-escalation skills
• Exceptional leadership, organisational and interpersonal skills; ability to work well with people from different disciplines with varying degrees of technical experience; competence in clear concise and tactful communication with senior executive management, clients, peers and team members.

Nice-to-have skills

• Certification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level, etc.)
• Fundamental knowledge or formal training in managing IT-enabled services within digital and highly automated environments, such as High-Velocity IT (HVIT).

WORK EXPERIENCE

• Over 10 years of extensive experience in managing and delivering SAP consulting projects, consistently operating in customer-facing roles.
• 5+ years of expertise in project management, overseeing service delivery for large-scale, high-risk, and strategic projects/programs within SAP Enterprise Cloud /On-Premises solutions for enterprise clients and IT consulting firms

LANGUAGE:

• Thai + English language: Fluent, Business Level

LOCATION

This is a hybrid role which requires working from SAP Thailand office 3 days a week or on-site with customers or partners.

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