Service Delivery Manager
Pubblicato il 23-10-2026 - Hcl Technologies in Latina
Overview In this role you drive SAP ECS engagements, building and sustaining strong client relationships while ensuring high-quality service delivery. You act as the client advocate within SAP, coordinating across services, product support, and partners to align on outcomes. You lead transformation initiatives, especially toward S/4HANA and cloud adoption, while identifying upsell and value opportunities. This position combines strategic account management with hands-on delivery oversight to scale ECS impact for the client and the business. Responsabilità
* Own and grow the client relationship for SAP ECS, serving as the client voice and escalation point
* Lead end-to-end ECS engagement delivery, coordinating with SAP Services, Product Support, ECS Partners, and customer SI/Hosting partners
* Maintain cross-functional alignment and proactively position new ECS offerings or upsell opportunities
* Drive cloud transformation and S/4HANA adoption in line with the client's transformation strategy
* Focus on sustainable account management, growth, utilization of ECS portfolio, and expanding ECS footprint
* Plan and manage onboarding, transition, stabilization, operations, and off-boarding
* Prepare strategic planning workshops and execute ECS Innovation agenda
* Establish executive-level relationships with C-Executives and key stakeholders
* Track business growth and upsell across the engagement lifecycle
* Support pre-sales activities with field experience to craft sustainable engagements
* Manage governance, reporting, risk, escalations, and contract administration
* Coordinate ongoing activities like quarterly business reviews, capacity management, and DR tests
* Organize customer visits and maintain customer satisfaction processes
* Define and communicate project/service plans and ensure profitability and invoicing controls
* Maintain knowledge of S2D readiness checks and related processes
* Maintain and execute SOPs and WI references for delivery operations Requisiti fondamentali
* 5-7 years of SAP Basis domain experience
* Customer-facing experience (2-3 years)
* Knowledge of SAP products & services (RISE, S/4HANA, BTP, HANA Database, SaaS solutions)
* Hands-on experience in upgrades, OS/DB migration, and cloud initiatives (preferred)
* Strong communication skills in English
* Proven ability to manage complex client engagements and coordinate multiple stakeholders
* Experience in cloud transformation and ERP transformation projects (S/4HANA)
* Project management understanding for premium partner-delivered accounts
* Ability to drive upsell and commercial conversations with Sales teams
* Willingness to spend significant time on sustainable account management and client intimacy
* strong communication
* stakeholder management
* proactive problem-solving
* SAP Basis
* S/4HANA
* RISE