Client Delivery Manager

• Serve as the primary contact for private cloud customers for delivery topics, technology discussions and other contractual entitlements for technical components as per contract.
• Establish good relationships with all customer-facing roles in SAP to provide One SAP experience.
• Be part of the SAP overall governance model set up for each customer.
• Active internal and external stakeholder management.
• Responsible for leading technical delivery and management of system landscape as a representative of SAP Enterprise Cloud Services.
• Accountability as the single orchestrator for End2End delivery from SAP Enterprise Cloud Services.
• Introduce managed services scope, roles and responsibilities as part of customer onboarding to establish and strengthen the partnership.
• Develop strategic technical engagement via service planning with clients by acting as a trusted advisor to establish a focus on core services delivered.
• Proactive management of operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters.
• Act as a trusted advisor in safeguarding and sharing innovation roadmap with the customer.
• Maintain close collaboration with ECS (Enterprise Cloud Services) Technical Operations to drive operational topics including ticket handling.
• Proactively add value to customer (business) through aligning VAT (virtual account team) initiatives
• Guide customers on key topics like Business Continuity, Security & Compliance.
• Maintain customer satisfaction through proactive issue mitigation and escalation management.
• Support customer critical situations and de-escalations
• Protect ECS revenue by being proactive in managing balance statement reviews, supporting contract renewals and other revenue leakage possibilities.

• Bachelor's degree or higher in Information Management, Information Technology, Computer Science, Computer Engineering, or related fields.
• High proficiency in customer communications and presentations.
• Strong understanding of SAP solutions, including S/4HANA architecture, conversion, migration paths, and tools.
• Proficiency in English is mandatory; Portuguese is a plus.

• Strong hands-on experience of SAP Technical Administration with SAP Basis skills.
• Customer-facing SAP Technical Consulting experience.
• Experience in solution design, enterprise architecture, and SAP implementation it's a plus
• Knowledge of SAP RISE or ECS experience is advantageous.
• Experience in technical project planning, implementation, and configuration it's a plus.

• Strong background in SAP solutions, technology, and products, and cloud technology.
• Required ability to work effectively as part of a virtual, dynamic, and dispersed team. Mandatory.
• Good understanding of cloud architecture and IT technical infrastructure.
• Strong customer focus, networking, relationship-building, and problem-solving skills. Essential.
• Must have. Competency in managing multiple engagements.

• Certifications in SAP Basis/Application/ABAP, Project Management, or Hyperscalers (Azure/AWS/GCP).
• Knowledge of Project Management, IT Service Management standards (e.g., ITIL (Information Technology Infrastructure Library) and methodologies for SAP IT operations.

• High interest in cloud topics and motivation to learn.
• Excellent communication skills and experience in customer-facing roles
• Ability to switch communication styles for technical and non-technical audiences.
• Pro-active problem-solving attitude and customer-first mindset.
• Experience working in international and global virtual matrix organizations

SAP