Client Delivery Manager - SAP Singapore
ROLE DESCRIPTION
The Principal Client Delivery Manager (PCDM)serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The PCDM 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 PCDM 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
1. 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 ECS stakeholders at both regional and global levels to drive exceptional customer satisfaction.
2. 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.
3. Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives
4. Contract Adherence: Understand the customer's business, ECS 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.
5. 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.
6. 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 ECS teams for effective service delivery.
EDUCATION AND SKILLS
Required skills
· Education minimum bachelor’s degree preferably in engineering, information technologies or MBA
· PMP certification and /or other industry and project management certification(s)
· 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 in English, 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.
Preferred skills
· Certification in Project Management e.g. PMP, etc.
· 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.
· 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
ROLE DESCRIPTION
The Principal Client Delivery Manager (PCDM)serves as primary point of contact for SAP Cloud Customers of Enterprise Cloud Services, mainly focusing on HANA Enterprise Cloud (HEC), S/4HANA private cloud edition, S/4HANA Cloud extended Edition, HANA Enterprise Cloud advanced Edition and Cloud Application Services (CAS). The PCDM 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 PCDM 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
1. 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 ECS stakeholders at both regional and global levels to drive exceptional customer satisfaction.
2. 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.
3. Profitability Management: Proactive account cost management. Understanding customer business needs to find innovative solutions adapted to client’s level of maturity, Safeguarding ECS Revenue, contract renewals & collaborates with sales teams to drive revenue growth through effective cross-selling and up-selling initiatives
4. Contract Adherence: Understand the customer's business, ECS 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.
5. 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.
6. 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 ECS teams for effective service delivery.
EDUCATION AND SKILLS
Required skills
· Education minimum bachelor’s degree preferably in engineering, information technologies or MBA
· PMP certification and /or other industry and project management certification(s)
· 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 in English, 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.
Preferred skills
· Certification in Project Management e.g. PMP, etc.
· 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.
· 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