Client Delivery Manager Expert - Customer Engagement & Adoption

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ppbWe help the world run better /b 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. /p pbWe help the world run better /b 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. /p h3About The Team /h3 pSAP Customer Engagement Adoption connects strategy to execution, ensuring consistent, high-quality engagement while increasing speed, focus, and impact for our customers. Client Delivery Managers accelerate and simplify customers’ business transformation by engaging with customers who run their SAP Private Suite with a world-class level of availability, security, and resilience on their preferred cloud infrastructure, including hyperscalers, their own data center, and the SAP data center—allowing them to become cost-effective intelligent enterprises. The SAP private cloud managed deployment options for RISE with SAP empower customers to run a modern, intelligent ERP system in the cloud. CDMs 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. /p h3Role Description /h3 pThe Senior Global CDM CoE is a senior expert and strategic enabler responsible for shaping, scaling, and governing advanced CDM practices globally. This role supports regions on high impact initiatives such as Customer Readiness workshops, pre sales engagement, CDM Process improvements (PMF Framework), AI enabled use cases, crisis/escalation support, Commit to Consume practices, and other strategic programmes that directly influence customer outcomes, revenue protection, and adoption success. This is not an operational delivery role, but a thought leadership and enablement position that amplifies CDM impact across regions. /p h3Client Leadership /h3 ul liAct as a global trusted advisor for complex, high‑risk, and strategic customer engagements. /li liSupport regions with Customer Readiness workshops, executive‑level customer discussions, and critical escalations. /li liProvide senior guidance on customer lifecycle strategy, adoption readiness, and governance setup. /li liRepresent the CDM CoE in executive steering, crisis situations, and cross‑LoB customer scenarios. /li /ul h3Contract Adherence /h3 ul liEnsure CDM best practices uphold contractual commitments, service scope, and governance frameworks across regions. /li liProvide expert guidance on contract interpretation, lifecycle milestones, and entitlement usage. /li liSupport regions in proactively identifying and mitigating risks related to contractual compliance and service delivery. /li liAct as an expert reference for pre‑sales and post‑signature contractual readiness discussions.



/li /ul h3End-to-end Contract Ownership For Delivery Of Service /h3 ul liEnable regions to consistently apply end‑to‑end lifecycle ownership from contract signature through steady‑state operations. /li liProvide escalation support where delivery risks threaten service continuity or customer outcomes. /li /ul h3Revenue Management /h3 ul liGuide regions on revenue realization awareness and optimisation strategies within large and complex customer engagements. /li liSupport identification of value acceleration opportunities, adoption levers, and expansion readiness. /li liPartner with Sales and pre‑sales teams to provide governance, risk, and lifecycle input for strategic deals. /li /ul h3Compliance Risk Management /h3 ul liAct as a subject‑matter expert for risk identification, SOX‑relevant controls, and operational compliance. /li liProvide structured escalation handling, root‑cause analysis guidance, and corrective‑action oversight. /li /ul h3Continuous Improvement And Communication /h3 ul liDefine and maintain global CDM playbooks, frameworks, and best practices for advanced scenarios. /li liAlign with CDM Role Owner to support CDM Process Management (PMF Framework) /li liContribute and support CDM Governance team towards KPIs or possible enhancements on reporting etc. /li liWork on ad‑hoc requests concerning CDM Governance, process improvements, initiatives and management requirements. /li liContribute to strategic initiatives such as AI enablement, automation, and new engagement models, ensuring they are grounded in real customer needs. /li /ul h3What You Bring /h3 ul liBachelor’s degree (preferably in engineering, information technologies, or an MBA). /li liGood understanding of SAP Basis, system migration and/or functional SAP applicationknowledge. /li liUnderstanding of SAP’s cloud business and cloud and hybrid infrastructure, as well as cloud operation processes. Excellent understanding of managing the delivery of cloud application services for large accounts. /li liExcellent presentation and communication skills in English, ability to switch communication styles for technical and non‑technical audiences with confidence, including management level at customers /li liHigh competency in multi‑tasking and ability to manage multiple engagements in parallel /li liPro‑active, problem‑solving, “can‑do” attitude and “customer first” mindset. /li liStrong engagement management, relationship building and de‑escalation skills /li liExceptional 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. /li /ul h3Preferred Skills /h3 ul liCertification in standards and methodologies for SAP IT operations (e.g. SAP ITIL V4 Foundation or Expert Level, etc.), Project Management Professional (PMP) certification or SAP Enterprise Architecture Framework certification. /li liFundamental knowledge or formal training in managing IT‑enabled services within digital and highly automated environments, such as High‑Velocity IT (HVIT). /li liAct as role models, with relevant experience in peer coaching and mentoring for senios professionals, and fostering a collaborative team culture. /li liExposure to AI, automation, or digital transformation initiatives.



/li liMove beyond “listening.” Emphasize your ability to identify the underlying pain points that a customer may not be explicitly stating, anticipating their needs before they arise. /li liProactively identify and drive strategic projects to support initiatives, impacting both internal and customer facing. /li /ul h3Work Experience /h3 ul li10+ years of extensive experience in managing and delivering SAP consulting projects, consistently operating in customer‑facing roles. /li li7+ 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. /li li5+ years of leading and developing high‑performing cross‑functional teams in complex, global environments. /li /ul h3LOCATION /h3 pPosition can be filled in EMEA or MEE countries (no Germany) /p h3Bring out your best /h3 pSAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end‑to‑end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose‑driven and future‑focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best. /p h3We win with inclusion /h3 pSAP’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. /p pSAP is committed to the values of Equal Employment Opportunity and provides accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e‑mail with your request to Recruiting Operations Team: /p pFor SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training. /p pQualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements. /p pSuccessful candidates might be required to undergo a background verification with an external vendor. /p h3AI Usage in the Recruitment Process /h3 pFor information on the responsible use of AI in our recruitment process, please refer to our Guidelines for Ethical Usage of AI in the Recruiting Process. /p pPlease note that any violation of these guidelines may result in disqualification from the hiring process. /p /p #J-18808-Ljbffr

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