Client Delivery Manager

About the Company

We help the world run betterAt 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 accelerate and simplify 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. The SAP Enterprise Cloud Services, Global Cloud Operations portfolio provides private managed cloud deployment options for RISE with SAP, offering a scalable operating model, resilient technology, and assured IT governance to ensure production availability across the application and infrastructure landscape. We manage customer engagements across Southeast Asia.

About the Role

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, and nurture high-level collaborative relationships with client executive teams and internal SAP stakeholders at regional and global levels to drive exceptional customer satisfaction.
• End-to-end ownership for delivery of service: Act as principal orchestrator of the entire service delivery lifecycle, from contract execution through ongoing support, fostering a performance-driven collaborative environment and proactively de-escalating high-value accounts.
• Profitability Management: Proactively manage account costs, understand customer business needs to find innovative solutions, safeguard Private Cloud revenue, support contract renewals and collaborate with sales teams to drive revenue growth through cross-selling and up-selling.
• Contract Adherence: Understand customer's business, Private Cloud technical and contractual aspects of services being delivered, and ensure all service engagements comply with contractual obligations and governance frameworks.
• Compliance & Risk Management: Proactively manage operational security risks by ensuring timely maintenance activities and transparent compliance reporting; mitigate risks through escalation resolution and root cause analysis to maintain robust risk governance.
• Continuous Improvement and Communication: Promote proactive problem management, continually improve service effectiveness and efficiency, and maintain clear structured communication with stakeholders via regular governance meetings and escalation protocols to ensure transparent collaboration across internal SAP teams.

Qualifications

• 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, and cloud operation processes.
• Excellent experience managing delivery of cloud application services for large accounts.
• Excellent presentation and communication skills; ability to adapt communication style for technical and non-technical audiences, 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 with people from different disciplines and communicate tactfully 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 s