SAP Client Delivery Manager

Role overview

Responsibilities

• Drive customer cloud transformation, S/4HANA adoption, cloud standardization, and onboarding to SAP Cloud Solutions.
• Lead customer engagements and align SAP teams, partners, systems integrators, hosting partners, and customer stakeholders.
• Ensure agreed services are delivered and manage proactive service plans, reactive support requests, and timely change requests.
• Manage customer expectations, delivery success, engagement costs and profitability, reporting, and invoicing.
• Host governance meetings, report service levels monthly or quarterly, and coordinate service requests with customer stakeholders.
• Grow engagement scope, advise customers on services that increase value, de-escalate critical situations, and collect satisfaction responses.
• Handle engagement staffing, reporting, and controlling; share knowledge and coach team members.

Required qualifications

• At least 4 years of experience in project management or SAP Operations and at least 4 years in a customer-facing role.
• 4 to 6 years of service management experience managing multiple clients.
• At least 2 years of experience in SAP cloud business, cloud or hybrid infrastructure, and cloud operations.
• At least 2 years of experience with SAP Basis, ECC, S/4HANA, NetWeaver, SAP HANA, and enterprise databases.
• At least 2 years of experience with Linux, Unix, and Windows in SAP environments, plus Azure and/or AWS and cloud or hybrid SAP landscapes.
• At least 2 years of experience with technical infrastructure, virtualization, SAP ECS/RISE, and SAP upgrades or migrations.
• Bachelor’s degree in Business Administration, Computer Science, Technical Engineering, Economics, or a related field; an advanced degree is preferred.

Preferred experience and skills

• Experience with IT service providers and outsourcing engagements is beneficial.
• SAP CCoE, ITIL, Run SAP standards, Solution Manager ALM, and PMP knowledge or certifications are beneficial.
• Strong project management, stakeholder communication, relationship building, de-escalation, presentation, and facilitation skills are listed as nice to have.
• High English proficiency is listed as nice to have; additional languages are a plus.

Work arrangement and travel

• The compensation description refers to this as a remote role.
• The position requires travel 20% to work from client locations.
• Work hours are in the Eastern time zone.

Compensation

• The stated target compensation range is CAD $81,082 to $113,800 across Canada locations; the posting does not state a pay cadence.
• The position may be eligible for incentive compensation based on individual or company performance.