Client Delivery Manager Expert - Customer Engagement & Adoption

What you’ll do

The Senior Global CDM CoE is a senior expert and strategic enabler responsible for shaping, scaling, and governing advanced CDM practices globally. This role supports regions on high‑impact initiatives such as Customer Readiness workshops, pre‑sales engagement, AI‑enabled use cases, crisis/escalation support, Commit to Consume practices, and other strategic programmes that directly influence customer outcomes, revenue protection, and adoption success.

This is not an operational delivery role, but a thought‑leadership and enablement position that amplifies CDM impact across regions.

Client Leadership

• Act as a global trusted advisor for complex, high‑risk, and strategic customer engagements.
• Support regions with Customer Readiness workshops, executive‑level customer discussions, and critical escalations.
• Provide senior guidance on customer lifecycle strategy, adoption readiness, and governance setup.
• Represent the CDM CoE in executive steering, crisis situations, and cross‑LoB customer scenarios.

Contract Adherence

• Ensure CDM best practices uphold contractual commitments, service scope, and governance frameworks across regions.
• Provide expert guidance on contract interpretation, lifecycle milestones, and entitlement usage.
• Support regions in proactively identifying and mitigating risks related to contractual compliance and service delivery.
• Act as an expert reference for pre‑sales and post‑signature contractual readiness discussions.

End‑to‑End Contract Ownership for Delivery of Service

• Enable regions to consistently apply end‑to‑end lifecycle ownership from contract signature through steady‑state operations.
• Provide escalation support where delivery risks threaten service continuity or customer outcomes.

Revenue Management

• Guide regions on revenue realization awareness and optimisation strategies within large and complex customer engagements.
• Support identification of value acceleration opportunities, adoption levers, and expansion readiness.
• Partner with Sales and pre‑sales teams to provide governance, risk, and lifecycle input for strategic deals.

Compliance & Risk Management

• Act as a subject‑matter expert for risk identification, SOX‑relevant controls, and operational compliance.
• Provide structured escalation handling, root‑cause analysis guidance, and corrective‑action oversight.

Continuous Improvement and Communication

• Define and maintain global CDM playbooks, frameworks, and best practices for advanced scenarios.
• Contribute to strategic initiatives such as AI enablement, automation, and new engagement models, ensuring they are grounded in real customer needs.

What you bring

• Bachelor’s degree (preferably in engineering, information technologies, or an MBA).
• Good understanding of SAP Basis, system migration and/or functional SAP application knowledge.
• Understanding of SAP’s cloud business and cloud and hybrid infrastructure, as well as cloud operation processes. Excellent understanding of managing the 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 standards and methodologies for SAP IT operations (e.g., SAP ITIL V4 Foundation or Expert Level, etc.), Project Management Professional (PMP) certification or SAP Enterprise Architecture Framework certification.
• Fundamental knowledge or formal training in managing IT‑enabled services within digital and highly automated environments, such as High‑Velocity IT (HVIT).
• Act as role models, with relevant experience in peer coaching and mentoring for senior professionals, and fostering a collaborative team culture.
• Exposure to AI, automation, or digital transformation initiatives.
• Move beyond "listening." Emphasize your ability to identify the underlying pain points that a customer may not be explicitly stating, anticipating their needs before they arise.
• Proactively identify and drive strategic projects to support initiatives, impacting both internal and customer facing.

Work experience

• 10+ years of extensive experience in managing and delivering SAP consulting projects, consistently operating in customer‑facing roles.
• 7+ years of 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.
• 5+ years of leading and developing high‑performing cross‑functional teams in complex, global environments.

Location

Position can be filled in EMEA or MEE countries.

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, gender (including pregnancy, childbirth, etc.), sexual orientation, gender identity or expression, protected veteran status, or disability, in compliance with applicable federal, state, and local legal requirements.

Successful candidates might be required to undergo a background verification with an external vendor.