Senior Client Delivery Manager

 We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

ABOUT THE TEAM 所属する組織について

クライアントデリバリーマネージャー（以降CDM）が所属する組織は、エンタープライズクラウドサービス（以降ECS）です。当組織はSAPの価値を積み上げた世界水準の可用性、セキュリティ、そしてレジリエンスを備え、クライアントのビジネス変革を加速化、そして簡素化します。クライアントは、ハイパースケーラー、自社のデータセンター、SAP データセンターなどクラウドインフラストラクチャーの選択が可能で、費用対効果の高い持続可能なインテリジェントエンタープライズへの転換を実現しています。

RISE with SAP、S/4HANA Cloud Private EditionそしてSAP Cloud Application Servicesによりポートフォリオを構成し、クラウド移行のためにサービスをご契約いただいたクライアントをご支援しています。

（英語原文）SAP Enterprise Cloud Services accelerates and simplifies customers’ business transformation by running 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 allowing them to turn into cost-effective intelligent enterprises.

The SAP Enterprise Cloud Services portfolio - comprising private managed cloud deployment options for RISE with SAP and full SAP ERP value-adding SAP Cloud Application Services - empowers customers to run a modern, intelligent ERP system in the cloud. We offer customers a scalable and adaptable operating model, resilient best in class technology, and assured IT governance to ensure production availability across the application and infrastructure landscape.  

With our functional and technical services customers have the same level of control in a cloud environment as they may know from on-premise. Layering additional SAP Cloud Applications Services packages, customers can focus on innovation for the future with a focus on flexibility and simplification.

We manage customer engagements across Japan, Southeast Asia, India, ANZ, Korea, China, Taiwan and Hong Kong market units. 

ROLE DESCRIPTION　募集ポジションについて

クライアントデリバリーマネージャー（CDM）は、エンタープライズ向けクラウドサービスを利用するクライアントの主要な窓口となります。ポートフォリオは主に、HANAエンタープライズクラウド、S/4HANAクラウドプライベートエディション、S/4HANAクラウド拡張エディション、HANAエンタープライズクラウドアドバンストエディション、そしてクラウドアプリケーションサービスです。クライアントのオンボーディング、継続的なサービス提供、新機能等のリリースおよびメンテナンスプロジェクト、アーキテクチャとガバナンスの案内等、クライアントとエンドツーエンドで関わり業務を推進します。 課題解決およびエスカレーション管理を通じて顧客満足度を維持し、ステークホルダーとの関係を築き、クライアントがSAPとのパートナーシップの価値を最大化するのを支援することが期待されています。

1. クライアントリーダーシップ：戦略的にクライアントとの関係構築を発展させる。サービス提供のコアにクライアントが焦点に当たるようにする。主要ステークホルダーとの強い関係を築き、維持する。
2. サービスのエンドツーエンドの責任：エンドツーエンドのデリバリーに対する唯一のオーケストラレーターとしての責任を示す。デリバリーエンゲージメントと内部ステークホルダーマネジメントを通じて、パフォーマンスとコラボレーションの文化を確立し強化する。
3. 収益性のマネジメント：積極的なコストマネジメント。クライアントのビジネスニーズを理解し、クライアントの成熟度に適した革新的なソリューションを見つける。ECS収益の保護、契約の更新。
4. 契約遵守：クライアントのビジネス、技術・契約上の側面を理解する。SAPサービスの顧客ビジネスへの重要性を理解する。
5. コンプライアンスとリスクマネジメント：運用上のセキュリティリスクの積極的なマネジメントにより、保守活動が迅速に対応され、クライアントがコンプライアンスレポートを認識し、リスクレターを閉じる。
6. 持続的な改善とコミュニケーション：積極的な問題管理の文化を作り出し、クライアントへのサービスの効果と効率を持続的に向上させる。

（英語原文）The Client Delivery Manager (CDM) 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 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

1. Client Leadership: Develop a strategic engagement with your client to establish client focus on the core of the services delivered. Build and maintain strong relationships with key stakeholders.
2. End-to-end ownership for delivery of service: Demonstrate accountability as the single orchestrator for End2End delivery. Enforce a culture of performance & collaboration through delivery engagement and Internal Stakeholder Management
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
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
5. Compliance & Risk Management: Proactive management of Operational security risk by ensuring maintenance activities are addressed promptly, making customers aware of compliance reports and closure of risk letters
6. Continuous Improvement and Communication: Create a culture of pro-active problem management, continually improve the effectiveness and efficiency of services delivered to customer

EDUCATION AND SKILLS

応募要件

• 大卒以上（ビジネス関連、コンピューターサイエンス、テクニカルエンジニアリング等の学部は望ましい）
• SAP BASIS、システム移行、および／または、SAPアプリケーションの知識
• SAPのクラウドビジネス、クラウドおよびハイブリッドインフラストラクチャ、クラウド運用プロセスへの理解
• 日本語と英語での優れたプレゼンテーションおよびコミュニケーションスキル
• 技術職および非技術職の顧客に合わせてコミュニケーションを切り替えられるスキル、顧客の経営層を含めたコミュニケーションスキルが求められる
• 複数の案件を同時に管理できる能力
• 積極的で問題解決能力があり、”Can-Do”と”Customer First”のマインドセットを持っていること
• グローバルかつマトリックス組織での業務に適応できる
• エンゲージメント管理、関係構築、エスカレーションのスキルに優れている
• 顧客にフォーカスし、関係構築や成果を出すことについてリーダーシップを発揮した経験

歓迎要件

• SAP BASIS／アプリケーション、プロジェクト管理、またはハイパースケラー（Azure/AWS/GCP）の認証取得
• SAP IT運用の標準や方法論に関する知識（例：SAP CCoE、ITIL V4 Foundation or Expert Level、Run SAP標準、Solution Manager ALM）

職務経験

• SAPプロジェクト管理、SAPオペレーション、またはIT業界におけるSAPテクノロジーに関する６年以上の経験
• クラウドまたはITコンサルティング企業における顧客対応の役割で６年以上の経験
• SAP BASISおよび／またはインフラストラクチャーの運用／開発における６年以上の経験

Required skills

• Education minimum bachelor’s degree or equivalents in Business Administration, Computer Science, Technical Engineering, Economics, or related fields
• 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 presentation and communication skills in Japanese and 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. 
• Accustomed to working in an international and global virtual matrix organization 
• Strong engagement management, relationship building and de-escalation skills 
• Excellent customer focus experience and thorough with networking and relationship building results-driven leader

Preferred skills

• Certification on SAP Basis/Application, Project Management or Hyper scalers (Azure/AWS/GCP) is beneficial 
• Knowledge and certifications in standards and methodologies for SAP IT operations (e.g. SAP CCoE, ITIL V4 Foundation or Expert Level, Run SAP standards, Solution Manager ALM) are beneficial 

WORK EXPERIENCE

• 6+ years’ experience in SAP project management or SAP Operations or IT industry experience in SAP technology
• 6+ years’ experience in a customer-facing role in the cloud or IT consulting business 
• 6+ years’ experience in SAP Basis and/or infrastructure operation/development is preferred

LOCATION

This is a hybrid role which requires working from SAP Tokyo office 3 days a week or on-site with customers or partners.

#SAPECSCareers

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 409566  | Work Area: Information Technology  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.