CLIENT DELIVERY MANAGER

Location:Remote – India

Open Positions:12

Working Time - remotely from INDIA but supporting EMEA time zone

About the Role

We are seeking experienced Client Delivery Managers to lead customer engagements, drive service excellence, and act as trusted advisors for enterprise SAP customers. This role requires a strong blend of customer relationship management, SAP technical expertise, stakeholder management, and delivery governance.

As a Client Delivery Manager, you will serve as the primary point of contact for customers, ensuring successful service delivery while coordinating across multiple SAP and customer stakeholders. You will play a key role in driving customer success, commercial growth, and digital transformation initiatives.

Key Responsibilities

Client Relationship Management

1. Develop and strengthen long-term client relationships by understanding business objectives and aligning SAP services to customer needs.

2. Act as a trusted advisor and strategic partner to customers.

3. Serve as the primary escalation point for engagement-related operational issues.

4. Represent the customer's interests within SAP and ensure timely resolution of concerns.

Delivery & Service Management

1. Lead customer engagements and ensure successful service delivery across SAP environments.

2. Coordinate and align activities among SAP Services, SAP Product Support, SAP Cloud Success Services, partners, system integrators, and customer stakeholders.

3. Drive operational excellence and ensure service commitments and SLAs are consistently met.

4. Identify risks proactively and implement mitigation strategies.

Governance & Stakeholder Management

1. Host regular operational, governance, and executive review meetings.

2. Manage communications across both technical and non-technical stakeholders.

3. Provide leadership and direction to internal and external teams involved in service delivery.

4. Influence stakeholders to drive customer outcomes and project success.

Customer Success & Growth

1. Drive customer adoption, satisfaction, and business value realization.

2. Identify opportunities for service improvements and operational efficiencies.

3. Support upsell and cross-sell opportunities by collaborating with sales and pre-sales teams.

4. Minimize service credits through proactive service management and continuous improvement.

Program & Transformation Leadership

1. Lead engagement planning and program planning activities.

2. Support customer digital transformation initiatives and strategic roadmap execution.

3. Ensure SAP services align with customer business transformation goals.

Required Skills & Qualifications

Education

1. Bachelor's Degree in Information Technology, Computer Science, Engineering, Business, or a related discipline.

2. Equivalent professional experience will also be considered.

Technical Expertise

1. Strong SAP Basis and SAP Technology background.

2. Experience with SAP implementations, operations, or Application Managed Services (AMS).

3. Good understanding of infrastructure operations and virtualized system landscapes.

4. Knowledge of cloud-based SAP environments is highly desirable.

Professional Skills

1. Excellent customer relationship and stakeholder management skills.

2. Strong escalation management and problem-resolution capabilities.

3. Exceptional communication and presentation skills, including interaction with C-level executives.

4. Ability to translate complex technical concepts into business-friendly language.

5. Strong leadership, planning, and coordination skills.

Experience Required

1. 6+ years of experience in a customer-facing role.

2. Minimum 1 year of project management experience.

3. 4+ years of experience in SAP Basis, Infrastructure Operations, SAP Managed Services, or SAP Application Support.

4. Experience managing enterprise-level customer engagements and multiple stakeholders.

Preferred Qualifications

1. SAP consulting experience.

2. SAP project management experience.

3. Experience working with SAP Cloud Success Services, SAP ECS, or managed cloud environments.

4. Familiarity with ITIL, service governance, and delivery management frameworks.